ICT Support Analyst

ICT Support Analyst

Reporting to the IT Service Delivery Manager, the IT Support Analyst will be part of the IT onsite services and support team. They be a visible point of contact for our internal customers that use our services. They will ensure that all requests are properly logged, tracked, escalated, or directly dealt with in a prompt and professional manner.

Utilising their technical expertise and excellent communication skills they will capture, document, and follow up on all queries across the IT estate from software, hardware, network, and business system requests. They will deliver exceptional levels of customer service and execute the strategy and plans laid out by the IT Service Delivery Manager. The IT Support Analyst will be meticulously organised and ensure all IT support documentation is well maintained, up to date, and accurate.

Key Responsibilities:

• End to end case management for incidents and requests.
• Directly assess and troubleshoot customer queries with a view to directly resolving or facilitating a prompt resolution using third parties and colleagues where required.
• Incident and problem management.
• Deliver exceptional levels of customer service to internal customers.
• Monitor IT Service Desk compliance issues, taking remedial action or escalating as needed.
• Strict maintenance of all IT Support Analyst documentation, including upkeep of IT Support procedures, asset records, IP addressing records, and all other critical documentation.
• Ensure all incidents and requests are properly logged and categorised in alignment with group needs.
• On Call every 3rd week to cover out of hours emergency support.

Essential/Desirable criteria :

• Experience working with PC, Server, and LAN / WAN technologies.
• Be technically astute and have an eagerness to learn and develop skills in an IT support role.
• Have a positive, can-do attitude and the ability to build relationships quickly across all levels of the organisation.
• Possess strong problem-solving skills as well as the ability to manage your time and conflicting priorities.
• A driving licence and access to a car are essential.

Shift Patterns - Shifts are rotated between the support team each week:

• Early shift covers 06:00 - 15:00
• Day shift 08:00 - 17.00
• Late shift 09:00 - 18:00

Benefits:

· £24,000 per annum plus OTE.

- Additional on call payments

· Excellent Career Development Opportunities

. Company Pension

. Onsite Parking