IT Service Analyst

About the role

Part of the existing IT Service Desk who are the first point of contact for all IT support related requests, we have an exciting opportunity for the right individual to join our Technology team. We are looking for someone who has a passion for delivering exceptional customer service and IT support to our internal customer base. The ideal candidate would be someone who has a good mix of both customer service and 1st line IT Support skills.

The successful candidate will report into the Head of Technology and be task managed by the Senior IT Service Analyst. You will have responsibility for the following:

Responsibilities

Application Support

• Providing 1st line deskside and remote support for
  • end-user applications (e.g. M365, MS Office).
  • Assisting users with application functionalities.
  • Installing and configuring applications as required.

Systems Support

• Providing 1st line deskside and remote support for
  • operating systems (e.g., Windows).
  • system-related issues (e.g., network connectivity, hardware malfunctions).
  • basic assistance for user system administration tasks.

Incident Management

• Triaging, logging and categorising incoming support requests.
• Escalating complex issues to the appropriate support team
• Updating incident tickets with resolution details.
• Maintaining incident logs and reports.

Request Fulfilment

• Handling user requests for IT services (e.g., password resets, account creation, software installations, hardware procurement).
• Managing requests via 3rd party portals
• Processing requests efficiently and accurately.
• Following established procedures and guidelines.

Knowledge Base Management

• Updating and maintaining the knowledge base with solutions to common issues.
• Creating new knowledge articles as needed.
• Ensuring the knowledge base is accessible and user-friendly.

Customer Service

• Providing excellent customer service to all users.
• Communicating clearly and concisely with users.
• Building strong relationships with customers.
• Managing user expectations effectively.

IT Asset Management

• Tracking IT assets (hardware, software, licences).
• Ensuring compliance with asset management policies.

Reporting

• Generating reports on incident volume, resolution times, and related metrics.
• Competent at data analysis to identify trends and areas for improvement.

Additional Responsibilities

• Onboarding new users and providing IT orientation.
• Actively participate in IT projects and initiatives.
• Adhering to IT security policies and procedures.
• Company audit administration assistance.
• Ad-hoc responsibilities required by the IT department and external customers

Skills and Experience

Behavioural Skills

• 6 – 12 months experience of working in an IT Service Desk support function
• Able to work well under pressure and to use initiative
• Excellent interpersonal skills: diplomatic and able to inspire users and employee confidence.
• Develops and maintains productive relationships with internal and external customers
• Takes responsibility for the outcomes and impact of their decisions

Technical Skills

• Good understanding of ITSM and ITIL or equivalent is desirable
• Basic understanding of Cyber Security
• Good Knowledge of M365, M365 Admin, Windows, incl. user administration. Or transferable skills.
• Experience managing hardware running the following OS: Windows, Chrome, iOS.
• Knowledge of Microsoft based Operating Systems and Android/iOS.
• Experience using Remote Access Tools to support colleagues at different locations.
• Hands on experience building/configuring, deploying hardware and software.
• Basic/Good understanding of technology from networking/hardware/software perspective.
• Experience using MDM technology is desirable.
• Experience of using SharePoint and PowerAutomate is desirable