IT Support Services Analyst
4 weeks ago
Position Title: IT Support Services Analyst
Location: Hybrid role
Compensation: Competitive salary with performance-based bonus
Role Summary: We are looking for a dedicated IT Support Services Analyst who is enthusiastic about delivering exceptional support and effectively resolving technical challenges. This position is ideal for a proactive problem-solver who can manage multiple tasks and prioritize effectively. You will be essential in addressing desktop and application-related issues while continuously enhancing your skill set to foster a culture of proactive support.
Primary Responsibilities:
- Provide outstanding customer service and maintain high levels of client satisfaction.
- Accurately document IT incidents and service requests, overseeing ticket management and ensuring timely resolutions within service level agreements.
- Conduct remote troubleshooting using diagnostic methods and deliver high-quality call triage.
- Support various technologies, including audiovisual equipment, mobile devices, laptops, Microsoft Dynamics, Office 365, and proprietary applications.
- Make informed decisions regarding issues that necessitate escalation to management.
- Promptly escalate significant incidents, gathering detailed information about the incident and its implications.
- Contribute to the internal knowledge base by creating and updating documentation.
- Continuously seek opportunities to enhance service desk offerings and improve the overall customer experience.
Qualifications and Skills:
- Proven experience as an IT Support Services Analyst, ideally across diverse organizations or within a service provider environment.
- Strong technical expertise with excellent skills in Office 365, desktop, and application support.
- Proficient in diagnosing technical desktop and application issues.
- Solid understanding of Microsoft Operating Systems and Active Directory management.
- Strong commitment to customer service, with a passion for delivering exceptional support.
- Excellent analytical and problem-solving abilities.
- Ability to manage multiple incidents and priorities efficiently and calmly.
- Strong communication skills, both written and verbal, with a professional demeanor on the phone.
- Demonstrated ability to take ownership of issues and drive them to resolution.
- Capacity to work under pressure, meet tight deadlines, and maintain meticulous attention to detail.
- Experience in a regulated environment is advantageous.
- Familiarity with ITIL V3 or V4 and experience with Assyst is a plus.
Employee Benefits:
- Generous holiday allowance plus public holidays, with the option to purchase additional days.
- Pension plan: contribute up to 5% with company matching, plus an additional 5%.
- Critical illness coverage.
- Income protection equivalent to one times salary.
- Life insurance coverage of four times salary.
- Performance bonus scheme.
- Flexible benefits package, including private health insurance and dental coverage.
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