System Support Analyst

7 days ago

Inverness, United Kingdom Brook Street Full time

**System Support Analyst**
**Location**:Inverness
**Salary**: up to £30,000 (doe)
**Description**
the role of System Support Analyst is to provide an essential user support service to a wide variety of IT users. This position provides a critical service of remote and physical technical support, for queries and issues relating to a rapidly expanding IT estate.
Workload is prioritised and driven by business needs and individual user requirements. The position involves ensuring that all IT software, equipment, and telephony related problems are identified, logged and fixed according to Service Desk procedures. Theposition also involves providing technical support, advice and resources to new and existing IT requests and projects as required.
**Responsibilities**
- Manage own time effectively in support of the Service Desk priorities
- Log, manage and close calls within the appropriate Service Desk system
- Provide 1st and 2nd line IT/Telephony support for software, infrastructure and desktop services provided to end users.
- Travel to sites as required to facilitate an effective service to users, which may include contractor, supplier or customer sites
- Provide a consistent, high quality customer experience to end users
- Maintain customer satisfaction levels, working with IT management team to ensure standards are improved
- Co-ordinate calls, issues and requests to ensure end user satisfaction and resolution
- Deliver, install, and set up IT/Telephony equipment as set out within the service catalogue or via user request
- Effectively participate in service desk development
- Adhere Service Desk and group policies and procedures
- Strictly adhere to site, group and business unit H&S policies and procedures.
- Identify opportunities for training and self-development to contribute to Service Desk success

**Essential knowledge, qualifications & skills**:

- Ability to work under pressure
- Excellent problem-solving abilities
- Excellent communication and interpersonal skills
- Strong customer focus
- Desire to progress and learn new technologies

**Desirable knowledge, qualifications & skills**:

- Active Directory Experience
- SharePoint knowledge
- Experience in an IT helpdesk environment
- IT Hardware knowledge
- Experience working within a large, distributed network
- Experience in key enterprise IT systems such as Microsoft Exchange, O365 admin, Endpoint Security, Backup and Mail filtering solutions

**Interfaces**
- Work closely with IT management
- Work closely with the support teams to deliver solutions
- Work closely with 3rd parties directly or indirectly supplying key IT service elements
- Potential to work with all types of employees including VIPs
- A point of contact for tasks delegated by managers
- Links to H&S due to requirement to travel to sites
- Links to Business Units as highly visible role
- Links to key suppliers and clients due to IT dependencies

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