Service Support Analyst

GB Technology
Cheltenham, UK
27 Aug 2019
09 Sep 2019
Contract Type
Full Time
Service Support Analyst



We are seeking a Service Support Analyst to join our IT Services client in Cheltenham on a permanent basis. This is an exciting opportunity for someone who has experience in IT support and customer service.

  • First line support to all IT Services and applications by phone, E-mail and other modes
  • Assess and allocate incoming incidents and service requests using the IT Service Management tool
  • Collaborate with technical teams in order to increase service knowledge, improve processes and offer a seamless support service
  • Collaborate with operational third-party suppliers to ensure the smooth provision and continuity of IT Services, hardware and software
  • Be an active member of project teams to ensure user impact is understood and appropriate training and communications are delivered to service users
  • Identify service user training requirements and co-ordinate the delivery of training
  • Own the administration of the license management process
  • Put forward improvement ideas and make them happen
  • Provide overflow support

Skills/ Experience:
  • Knowledge of Windows 10 and Microsoft Office Suite, ideally 2013 or later
  • Coherent use of English and excellent communication skills
  • Ability to learn new applications and skills quickly
  • Good interpersonal skills with a friendly presence and helpful manner
  • Ability to exercise patience and professionalism in stressful situations
  • Ability to self-organise and proactively initiate own work actions
  • An interest in IT or technology
  • Formal IT Service Management training is desirable but not essential

If you require any further information please contact Joe Lyons on

GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.

Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Cirencester, Oxford, Reading, Birmingham and South Wales.

Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients.

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