IT Support Analyst
York - 6 Month Contract (On-site)
£275 Per Day Inside IR35
Fruition IT are recruiting for a 1st / 2nd Line Support Analyst for a well renowned transport organisation looking to grow their team with fresh new talent. The role will focus on IT Infrastructure and Application support and you must have skills in SQL.
What you will be doing
Be the first point of contact for all inbound customer calls/ emails received into the main support in box for both the infrastructure and applications department.
Support all requests including, triaging, resolving and fixing issues where needs be. You will need to confidently escalate issues onto third-parties or relevant members of the team.
Performing fault diagnostics to provide 1st/2nd point resolution for any customer issues, escalating to 3rd line teams when a fault cannot be resolved.
Liaising with the customer at regular intervals in line with processes ensuring all requests, orders and faults are logged onto the internal help-desk system.
Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers.
Ensuring resolution of any open tickets is managed in a timely and efficient manner.
Ensuring requests, enquiries and faults are picked up from the queue and the client is provided with a response within SLA's.
Assist in resolving customer queries, identifying when issues are going to have an impact on performance and when there is a need to escalate to more experienced colleagues.What they are looking for
Good level of knowledge Windows 10, MS Office, Microsoft 365 (Office 365), MS Defender and In-house web applications.
Previous IT Support experience, problem solving and troubleshooting skills
Experience of Application Support and basic SQL is a MUST have
General Tech stack including: Active Directory, Office 365, Windows
Hands-on experience with hardware decides such as Printers, Laptops and Scanners.
Technical knowledge and understanding with Azure, Microsoft End Point Manager and SQL reporting services would be a bonus
Basic Networking Skills are desirable
A Can-Do attitude and willingness to learn
Good communication and organisation skillsPlease apply now to find out more
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age