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IT Support Analyst

Employer
Safestyle UK
Location
UK
Salary
Competitive
Closing date
26 Jul 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Role Purpose:
To deliver excellent customer service by providing first and second line support of Safestyle's IT services. Working as part of a dedicated team responsible for IT support issue handling and resolution.
* Assisting first line with the handling of incidents, problems and queries to the support desk as required, providing a professional point of contact for all support issues and enquiries.
* Ensuring the logging of all incidents raised or as alerted through service monitoring, allowing effective Service Desk management of all support requests.
* Helpdesk ticket ownership and progression.
* Handling of all support email communications professionally and efficiently.
* Investigate and resolve technical issues escalated from first line support.
* Resolution of issues promptly, courteously and professionally within the second line skill set to agreed service levels (SLAs), liaising with other service team members as required.
* Escalation of irresolvable and critical/major issues appropriately and in a timely fashion.
* Notification of service affecting issues and/or the resolution of those issues, clearly and in a timely fashion.
* Maintaining users and computers in Active Directory.
* Maintaining an accurate inventory of all IT hardware and software.
* Managing and maintaining Safestyle mobile devices.
* Installation and configuration of workstations.
* Ensuring all workstation installations are thoroughly checked and tested before commissioning.
* Ensuring that new employees are logged, set up and have the required equipment, software.
* Ensuring that staff leavers are logged, disabled and documents / emails appropriately archived.
* Maintenance of backups, ensuring they are efficient and verified.
* Sourcing of new hardware and software from third party suppliers.
* Production of Support, Operational and Technical Documentation.
* Work in a safe, healthy and responsible manner and promote safe methods of operations for self, colleagues and external resources.
Essential
* Experience in a similar IT support role.
* Good written, verbal and spoken English and excellent attitude to customer service.
* Good technical knowledge and understanding of IT infrastructure.
* Located within commuting distance to Bradford and Barnsley.
* Ability to travel to other sites.
* Desire to advance own career in IT
* Strong interpersonal skills with the ability to deal with individuals (internal and external) at all levels.
* Confident and self motivated team player with the ability to work to deadlines.
* Ability to work on own initiative and manage own workload.
* Methodical and logical approach to problem diagnosis and resolution.
* Ability to work under pressure and collaboratively with others.
Skills
- Strong interpersonal skills with the ability to deal with individuals (internal and external) at all levels.
- Confident and self motivated team player with the ability to work to deadlines.
- Ability to work on own initiative and manage own workload.
- Methodical and logical approach to problem diagnosis and resolution.
- Ability to work under pressure and collaboratively with others.
Experience
- External supplier management (3rd party managed service).
- Delivering an effective and efficient Operational capability.
- Outsourcing and relationship management experience.
- Production of high quality operational and technical reference documentation.
- Microsoft Certified (MCSA, MCSE, MCTS,MCITP)
- ITIL Foundation Certificate CompTIA Certified
Desirable
- Outsourcing and relationship management experience.
- Microsoft Certified (MCSA, MCSE, MCTS,MCITP)
- ITIL Foundation Certificate CompTIA Certified
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