1st Line IT Support Analyst

Agilis Recruitment Ltd
04 Apr 2019
03 May 2019
Contract Type
Full Time
Agilis Recruitment are currently working with a leading technology and intelligence company based in Perth.

Due to some adaptations and the changing needs of the business the company are looking to recruit a IT First Line Support Analyst.

Your new role:

This role will involve providing support by phone, e-mail and in person (for walk-in customers); for reported incidents, and facilitating the provisioning of new services as required; whilst ensuring a high level of customer service.

The role will involve supporting and provisioning software applications as well as hardware including desktops, laptops, assorted input/output devices, network devices & smart-devices.

The analyst will be expected to complete the initial triage & diagnosis of incidents and requests, resolving where possible or escalating to the appropriate support teams and third party suppliers, as necessary. Where 3rd party suppliers are involved the analyst will be expected to liaise between the supplier and the end customer, providing regular progress updates as well as managing the customers’ expectations.

The analyst will be expected to ensure that all incidents and requests are logged and actioned where possible, in accordance with established IT processes and procedures within the agreed response and fix SLA’s.

The ideal candidate:

The ideal candidate MUST be able to work alternating shift patterns and have the flexibility to work extra hours to meet deadlines, as required and where reasonable. A full UK Driving license is desirable.

You must have an excellent telephone manner and friendly approach, strong and confident customer service and communication skills at all levels, possess a natural initiative and pro-activeness to their method of working, be open to new ideas and have a positive outlook.

The right candidate must have the ability to work within a team and be self-motivated, show strong problem solving skills and the ability to work well to deadlines and under pressure. A good knowledge of Window 7/10, Microsoft Office (2016 & O365), mobile device support & active directory management is essential for this role.

Service management experience (ITIL) is desirable

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