Lead IT Support Analyst

4 weeks ago


Inverness, Highland, United Kingdom Accord Business Solutions Full time

Job Overview:

We are in search of a highly proficient and driven IT Support Analyst to become an integral part of our innovative organization. The successful candidate will act as a primary resource for clients seeking technical support and will be accountable for delivering extensive assistance across a variety of IT platforms. This position demands exceptional problem-solving skills, outstanding communication abilities, and a robust understanding of IT frameworks. The IT Support Analyst will also engage in system management, incident resolution, and project execution.

Key Duties:

Client Assistance:

  • Act as a primary resource for clients requiring technical support through various communication channels.
  • Conduct remote diagnostics using analytical techniques and inquire effectively to ascertain the nature of the issues.
  • Determine and apply the most effective solutions based on the information provided by clients.
  • Educate users on the proper utilization of hardware and software.

Technical Resolution and Escalation:

  • Function as an escalation point for intricate technical challenges from initial and secondary support teams, resolving advanced technical inquiries.
  • Provide precise information regarding IT products and services.

System Configuration and Management:

  • Prepare equipment for client utilization, ensuring the correct installation of hardware, operating systems, and applications.
  • Execute high-level system management tasks across servers, networks, and cloud environments.

Incident and Problem Resolution:

  • Examine recurring incidents to uncover underlying issues and implement sustainable solutions.
  • Document events, problems, and their resolutions in tracking systems, ensuring comprehensive records.

Project Support and Implementation:

  • Assist in the planning, design, and execution of IT projects for both new and existing clients.
  • Develop and maintain an extensive knowledge base, including technical documentation.

Cybersecurity and System Oversight:

  • Ensure IT systems and networks are safeguarded against threats and vulnerabilities.
  • Monitor system performance, identify improvement opportunities, and implement necessary adjustments.

Continuous Development:

  • Follow up with clients to provide updates on their requests and gather feedback.
  • Relay client feedback and suggestions to the relevant internal teams.
  • Identify and propose potential enhancements to existing procedures and processes.

Essential Qualifications:

  • Demonstrated experience as an IT Support Analyst or in a comparable role.
  • In-depth knowledge of IT systems, hardware, software, and networks.
  • Experience in system management, including servers, networks, and cloud environments.
  • Familiarity with incident and problem resolution processes.
  • Exceptional diagnostic and problem-solving capabilities.
  • Strong communication and interpersonal skills.
  • Ability to instruct users and create technical documentation.
  • Understanding of cybersecurity principles and system monitoring.
  • Experience with documentation tools is advantageous.

Work Environment:

  • This role may require occasional after-hours work to facilitate system maintenance or project execution.
  • The position allows for flexibility in work arrangements as required.


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