IT Support Analyst

Employer
Integrity IT Solutions
Location
UK
Salary
Competitive
Closing date
7 Feb 2022

View more

Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
IT Support Analyst

My client who is aleading UK specialised multiple sportswear retailer is looking for an IT Support Analyst, the IT Support Analyst will be open to working a shift pattern(week 1 07:00 16:00 and week 2 10:00 19:00).

The IT Support Analyst willReport to the IT Manager, the IT Support Analyst will be responsible for providing 1st and 2nd line technical support to the business users. You will also provide technical support, including detection, recording, analysis, and the resolution of incidents received via phone, email, intranet and walk-up. Respond to support enquiries directly from clients and help them resolve hardware and/or software problems. The IT Support Analyst will maintain a high degree of customer service for all support queries and adhere to all service management principles. Also you will arrange for external technical support where problems cannot be resolved in house. Work closely with the service support teams, development teams and key business stake holders to ensure that incidents are managed through to resolution.

The IT Support Analyst will have experience in the following:
  • To provide 1st and 2nd line technical support for the IT functions of the business.
  • Respond to support enquiries directly from clients and help them to resolve hardware and/or software problems.
  • To log all support calls within the ITSM call logging tool.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Liaise and work with other Technical teams as required.
  • Liaise with 3rd Party technical support teams when necessary.
  • Assist and work alongside Knowledge Management to document working procedures.
  • Establish and maintain effective relationships with the business users and group IT teams.
  • Own customer issues and drive through to resolution.
  • Assist ITIL managers in the development and maintenance of IT Support processes.
  • Proactively identify areas for improvement and drive through to implementation.
  • Provide input into root cause analysis documents (RCA).

Fantastic opportunity with immediate interviews/start available.

IT Support Analyst

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