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IT Support Analyst

4 months ago

Birmingham, Birmingham, United Kingdom St. Modwen Full time

At St. Modwen, we specialize in developing vibrant communities and we're thrilled to be seeking team members who are eager to forge their path with us.

Job Description:

  • 1st and 2nd Line desktop support through telephone and remote access.
  • Maintain high levels of call ownership by logging, managing, progressing, and resolving all calls to a satisfactory conclusion, keeping relevant parties informed on progress.
  • Ensure timely and efficient resolution of incidents and requests.
  • Deliver a consistent, reliable, and exceptional customer experience by following standardized processes and maintaining a uniform approach to call handling and customer service.
  • Diagnose and resolve faults in PC and peripheral equipment, and document issues for ongoing monitoring.
  • Update assets on the IT configuration management database.
  • Support the IT Support Team Leader in day-to-day account management.
  • Install and configure software and hardware.
  • Collaborate with all other support functions within the St. Modwen organization.
  • Escalate more complex calls to the appropriate specialist.
  • Coordinate external technical support when internal solutions are insufficient.
  • Perform ad hoc duties within the IT Department and Head Office environment as requested.
  • Stay informed about and comply with relevant Group Policies and Procedures, Legislation, and Regulations.
  • Develop and uphold safe working practices.
  • Participate in the IT support on-call weekend roster as required by the business.