IT Support Analyst

1 month ago

Aberdeen, United Kingdom Kent PLC Full time
IT Support AnalystAbout the job:Kent is looking for an IT Support Analyst to be based in Aberdeen. This role is an entry level position and the successful candidate is expected to attend their contracted office 5 days per week.The IT Support Analyst reporting to Regional Service Desk Supervisor UK/Europe, provides support to Kent employees with a key focus on customer service (internal users) globally where Kent operates. The role will deliver timely, accurate and professional support to employees by responding to their queries and resolving their issues. In a fun and fast-paced environment, this position requires online and phone communication, providing them with effective solutions.This role demands flexibility depending on the workload status. The company utilizes many cloud services, so an appreciation and experience of cloud computing concepts is very important. The role will have to follow ITIL, ITSM and ITAM practices including responding to incidents and service requests.Skills & Responsibilities:
  • Strong and solid IT Support / Service Desk experience, password reset, helpdesk role providing IT related service to end users on a variety of issues. Identifies, researches, and resolves technical problems.
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.
  • Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
  • Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.
  • Thoroughly investigating end-users issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
  • Actively seeking solutions to end-user needs, communicating trends to management, and suggesting innovative solutions on behalf of the end-user.
  • Demonstrating appropriate sense of urgency for response time and service levels.
  • Creating and maintaining FAQ documents as needed to be uploaded on the centralize Knowledge Base.
  • Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.
  • Participating in workgroups, voice of the customer and continuous improvement projects.
  • Providing end-user service through phone, e-mail and/or face-to-face meetings.
  • Tracking outbound and inbound communication (phone, email and chat support).
  • Installs and test desktop software applications and internet browsers.
  • Tests computers to ensure proper functioning of computer systems.
  • Extends computer support for systems’ software and hardware.
  • Resolves escalated tickets from Kent’s main ITSM (IT Service Management) ticketing tool.
  • Achieves specified performance goals.
  • Oversees and update assigned support service requests.
  • Handles daily technical support activities on desktop and application support.
  • Setup desktop computers and peripherals physically and test network connections. May require some physical hardware lifting and organizational skills.
  • Assists end users in providing L1 support related to computer hardware, software and business applications.
  • Strong adherence to policies as per corporate manuals, standards and directives.
  • Setup computers and install software for various applications and programs.
  • Interacts with staff on desktop problems and their resolution.
  • Networks and connect computers within organization to better communication.
  • Orders or buy computer systems, peripherals, software/application, and technology related requirements and liaise with purchase and supplies department.
  • Maintains computer peripheral devices like printers and resolve associated problems.
  • Warranty, maintenance agreement & contract management for all of technology owned hardware, systems etc.
  • Facilitate ad-hoc requests (SIM card request and subscription, Telco related, travel to other locations where Kentech operates for support, etc.)
  • Log in to servers and assure that there were to error messages.
  • Checks ticket queue to assure proper response to tickets.
  • Checks events or automated alerts that can pose operational impact to business and log on the ITSM tool.
  • Other programming and documenta...

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