IT Support Analyst
4 weeks ago
The role holder will be the primary point of contact between the IS Helpdesk and the rest of the IS department and the site internal customers with IS support needs. This will involve an understanding of customer needs and requirements and the ability to provide first level configuration problem solving support on standard PC packages.
*Key Roles & Responsibilities*
Answer and log helpdesk calls, directing other analysts to respond on a priority basis.
Respond to the customer placing the helpdesk call by visiting and obtaining full details of the problem or request, resolve the issue if possible, but if not escalate issue to a specialist within the department back via the helpdesk.
Perform operational tasks as per operational task list such as server backups and disaster recovery testing, disk space usage, check for physical faults.
Support account administration for new, existing and exiting staff. This will include network and application specific authority using Active Directory and other tools.
Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
Provides advice and guidance to colleagues regarding incidents.
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
Ensure that work is carried out within agreed service levels and in accordance with department guidelines.
*Essential Qualifications*
* Knowledge of Windows 10 and Windows Server products
*Desirable Qualifications*
* Relevant Certifications such as Microsoft/Comptia and Cisco
*Essential Experience*
* Excellent customer service in face-to-face, telephone or electronic interaction with clients.
* Good language and communication skills
* Problem-solving approach
* Ability to work in a team
* Ability to prioritise projects
* Good understanding of computer support and troubleshooting
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Cycle to work scheme
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Private medical insurance
Schedule:
* Flexitime
* Monday to Friday
Ability to commute/relocate:
* Morpeth, NE61 3YA: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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