Senior IT Support Analyst
2 weeks ago
Sword Group is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We utilize proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. Our passion lies in using technology to solve business problems, working collaboratively with our clients to help them achieve their goals.
We are delighted to share a newly created opportunity to join the Sword team as a Senior IT Support Analyst.
Your RoleIn this role, you will provide coordinated, consistent and effective first-line technical support in a mixed Windows/Exchange environment to end users. You will resolve problems and issues in line with documented procedures.
- Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner.
- Log and categorize customer interactions concisely and efficiently, taking ownership and following these up to completion.
Here are the key skills and experience relevant to this role:
- Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
- Excellent communication skills
- Experience of applying processes and procedures
- Experience of building and maintaining excellent relationships with customers
- IT troubleshooting skills
- Delivering a consistent first-class service to customers
- Experience of working in a user support role
- ITIL Foundation V4 qualification (or working towards)
- Excellent customer service skills.
- Strong personal organizational skills.
- Self-motivated with the ability to multi-task and prioritize workload.
- Excellent communication skills at all levels.
- Flexible approach to work with the ability to adapt to change.
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