Senior IT Support Analyst

Creed Communications Limited
02 Nov 2017
15 Nov 2017
Contract Type
Full Time
We are currently recruiting in our IT Department for a Senior IT Support Analyst. We are looking for an experienced individual to support all Company employees with issues relating to the IT technical environment. The successful candidate will log and manage the lifecycle of support tickets whilst ensuring customer satisfaction through proactive updates and escalation where a first/second line fix is not possible. Your challenge In this role the key responsibilities will include: * To troubleshoot the operating System, hardware & application issues on any desktop device. * To resolve incidents, problems & service requests taking appropriate actions to ensure a satisfactory response in line with our Service Level Targets. * To resolve technical issues, updating Status/Workaround/Resolution within our Helpdesk system. * To communicate with users about the status of incidents and problems. Update our Helpdesk system in a timely & accurate manner. * To deploy new desktop/laptops. * To deploy mobile devices, T&A devices and printers. * To manage desktop configuration & environment management including patching, software upgrades, anti-virus, and malware protection. * To active directory/exchange management. * To provide on-site support for Warehouses and Depots throughout UK. * To provide basic networking support for desktop/laptop computer systems, printers, phones, copiers, & other office equipment including patching in new/faulty ports. * To perform preventative & break/fix maintenance on any Desktop Device. * To maintain telephones & to troubleshoot basic telephony issues. * To create & maintain user accounts throughout various IT systems including AD user accounts. * To manage shared drives, user access and permissions. * To work with supplier support contacts to resolve complex technical issues. * To serve as technical escalation contact for the Service Desk for all related technical incidents or problems. * To participate in the out of hours on-call Rota. * To ensure day-to-day running & management of the operational Problem management process. * To create & maintain support documentation on SharePoint and/or the internal Helpdesk System for the wider IT department. * To execute the Problem Management process tasks in adherence with departmental & company requirements. * To support Problem Management reporting (KPIs and customer SLAs). * To be accountable for the delivery of Root Cause Analysis & problem resolution within given KPI's. * To provide pro-active attitude to root cause analysis & problem management to help identify ongoing issues via incident management. * To create documentation & deliver to SharePoint and/or the internal Helpdesk System for temporary workarounds. * To provide knowledge and in-depth experience of IT Service Management processes and procedures:- - Incident Management / Service Request Management - Problem Management / Change Management - Asset Management - Service Catalogue / Service Level Management * To understand the Change Management process. * To maintain the Asset Management databases accurately & meticulously. * To provide regular training sessions for the 1st line support team to help with first line fix rate. * To create regular documentation for common issues & installation guides & upload to SharePoint * To provide constant support and guidance for Service Desk Analysts where needed. Key skills & experience * ITIL V3 Foundation Certificate is essential. * Windows OS Certification is desirable. * Three years of PC technology experience, including Windows OS and MS Office (W7 or newer) * Two or more years of demonstrated experience supporting, maintaining and configuring. distributed environment of Desktop Devices * Experience of working to an ITIL Framework. * Experience of Mobile Devices and Technologies / experience with Apple mobile devices (configuring and troubleshooting). * Excellent Team Player. * Self-Motivated / Positive attitude. * Ability to prioritise workload / excellent time management skills. * Excellent Customer Facing and Collaborative Skills. * Strong analytical and technical skills balanced with effective communication skills with all levels of technical and managerial staff. The process If you have the skills and experience in the above areas and would like to be considered for this role please apply at [URL removed]
This job was originally posted as