Working as an IT Support Analyst you will be tasked with supporting the service delivery function of an IT Managed services organisation including 1st Line resolutions via phone, email and remote access and the production of SLA reports and continued service improvement and enhancement of their ITSM Model. You will also own the customer support process for service users by managing support tickets from initial log through to completion.
The ideal candidate will understand:
Service and Operational Level Agreements as well as key performance indicators How to communicate effectively with customers via phone and email Planning, prioritising and scheduling activities to meet deadlines. How managed service desks operate. Managing and resolving 1st Line support tickets in a busy IT Services environment. Prior experience of working in busy IT support environments is desirable, as is experience with the ITIL framework