IT Business Analyst

1 month ago

Teignbridge Devon, United Kingdom OT Group Full time
IT Business Analyst & Hardware Technician Key responsibilities & accountabilities:

· Undertake all activities in line with Company Health, Safety, and Environmental policies and procedures and participate in the development of a safe and healthy workplace.

· Staff the Service Desk telephone line during core business hours.

· Be the initial response for all IT related requests into the Service Desk.

· Triage calls not automatically allocated an SLA within the Service Desk.

· Investigate and solve all IT requests that come into the Service Desk to the best of their ability.

· Escalate to 2nd line support where there are knowledge gaps within processes or where they cannot solve a call.

· Manage service desk requests and liaise with external Suppliers on requests that are serviced externally. Also ensure that these requests are solved within SLA and bring failing requests to the attention of the IT Support Manager.

· Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution

· Ensure that Company IT policies are adhered to

· Keep abreast of new developments in software and hardware

· Administrate the movement of Company IT hardware within the Service Desk and associated spreadsheet registers.

· Administrate the allocation and movement of Company IT software and licenses within the Service Desk and associated spreadsheet registers.

· Where required, document new processes and publish them on the support portal.

· Assist in elements of IT projects where required.

· Assist all hardware Technicians in project work as and when required

· Maintain a log of all technical faults using the Support Desk software

· Liaise with external support agencies to resolve faults speedily

· Liaise with external suppliers for the repair of equipment under warranty

· Contribute to the continual improvement plan of the department

Skills & Knowledge

· Have a sound knowledge of MS applications(O365 experience would be a bonus)Ability to work independently and as part of a team

· Have sound knowledge of all business processes around applications used in a busy IT department within a medium to large business.

· Be able to install, configure and administrate all applications used within the business on the laptop\desktop of Company users.

· Demonstrate practical knowledge and problem-solving strategies

· Have a high-quality inter-personal skills N/A

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