IT Service Analyst

About the rolePart of the existing IT Service Desk who are the first point of contact for all IT support related requests we have an exciting opportunity for the right individual to join our Technology team. We are looking for someone who has a passion for delivering exceptional customer service and IT support to our internal customer base. The ideal candidate would be someone who has a good mix of both customer service and 1st line IT Support skills.The successful candidate will report into the Head of Technology and be task managed by the Senior IT Service Analyst. You will have responsibility for the following:ResponsibilitiesApplication SupportProviding 1st line deskside and remote support forend-user applications (e.g. M365 MS Office).Assisting users with application functionalities.Installing and configuring applications as required.Systems SupportProviding 1st line deskside and remote support foroperating systems (e.g. Windows).system-related issues (e.g. network connectivity hardware malfunctions).basic assistance for user system administration tasks.Incident ManagementTriaging logging and categorising incoming support requests.Escalating complex issues to the appropriate support teamUpdating incident tickets with resolution details.Maintaining incident logs and reports.Request FulfilmentHandling user requests for IT services (e.g. password resets account creation software installations hardware procurement).Managing requests via 3rd party portalsProcessing requests efficiently and accurately.Following established procedures and guidelines.Knowledge Base ManagementUpdating and maintaining the knowledge base with solutions to common issues.Creating new knowledge articles as needed.Ensuring the knowledge base is accessible and user-friendly.Customer ServiceProviding excellent customer service to all users.Communicating clearly and concisely with users.Building strong relationships with customers.Managing user expectations effectively.IT Asset ManagementTracking IT assets (hardware software licences).Ensuring compliance with asset management policies.ReportingGenerating reports on incident volume resolution times and related metrics.Competent at data analysis to identify trends and areas for improvement.Additional ResponsibilitiesOnboarding new users and providing IT orientation.Actively participate in IT projects and initiatives.Adhering to IT security policies and procedures.Company audit administration assistance.Ad-hoc responsibilities required by the IT department and external customersSkills and ExperienceBehavioural Skills6 12 months experience of working in an IT Service Desk support functionAble to work well under pressure and to use initiativeExcellent interpersonal skills: diplomatic and able to inspire users and employee confidence.Develops and maintains productive relationships with internal and external customersTakes responsibility for the outcomes and impact of their decisionsTechnical SkillsGood understanding of ITSM and ITIL or equivalent is desirableBasic understanding of Cyber SecurityGood Knowledge of M365 M365 Admin Windows incl. user administration. Or transferable skills.Experience managing hardware running the following OS: Windows Chrome iOS.Knowledge of Microsoft based Operating Systems and Android/iOS.Experience using Remote Access Tools to support colleagues at different locations.Hands on experience building/configuring deploying hardware and software.Basic/Good understanding of technology from networking/hardware/software perspective.Experience using MDM technology is desirable.Experience of using SharePoint and PowerAutomate is desirableRequired Experience:IC Key Skills Information Technology,Contract Attorney,Fire Alarm,Catia,Asic Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 24000 - 25000