IT Support Analyst Eus
3 days ago
To provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issuesin a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs.
The IT Support Analyst is responsible for level 1 and 2 support across a Windows 7/10, Windows Server, Exchange and Active Directory technical environment along with support for scanners and printers and mobile phones. Also supporting Wireless Access Pointsat height operating a scissor lift.
" Responsible for escalation from Service Desk
" Identify specific nature of user difficulties and provide specific and effective response to solutions
" Work with users to understand a problem, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone
" Provide desktop support services to defined service levels
" Interact with other Customer support teams to resolve issues
" Assist customer end users with day-to-day desktop needs
" Monitor, manage and resolve logged issues to a satisfactory resolution
" Installation and management of peripheral equipment such as printers and scanners
" Creation of Knowledge Articles and process improvements
" Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
" Build partnerships with users by regularly demonstrating expertise and professionalism
" Independently assess and effectively respond to users' requests
" Follow through on commitments made to users
" Develop and document procedures/technical resolution as part of building a training library
" Independently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate
'Smart Hands' Service Call-out:
Provide out of hours support on a shift rota basis for high priority incidents where remote support teams require on site assistance
**Qualifications**:
" 2+ years appropriate IT background and experience
" Scissor lift training an advantage, but training will be given
" Appropriate customer facing/user support experience - level 1 and 2
" Demonstrable experience in supporting Windows Server technologies, Exchange, Active Directory, Windows 7/10
" Office 2010-2016 and Office 365
" Hardware, Scanner and Printer support
" Mobile phone support
" Strong IT Support background to level 1 and 2 support
" Good experience of Desktop Support or Service Desk / Helpdesk support
" Excellent communication & customer engagement experience
" Confident, highly motivated self-starter
" Team player
" Excellent literacy and numeracy
" Strong focus on service delivery
" Strategic thinker and excellent planner
" Organised, logical, diligent, and thorough
" Effective and efficient time management
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