IT Customer Support Analyst (1st Line)- Permanent

Recruiter
Incite Insight
Location
London (Greater)
Posted
10 Oct 2018
Closes
19 Oct 2018
Contract Type
Permanent
Hours
Full Time
IT Customer Support Analyst (1st Line) – Reporting to IT Service Desk Manager
Permanent
£24-26,000.00
Hours: 8.5-hour shift between 0800hrs – 1830hrs, with an hour for lunch.
Candidates must be flexible to provide shift cover at short notice.
Overall Role Purpose:
Provide a single point of contact for IT technical services and support to our client’s staff and Partners.
Skills Framework for the Information Age (SFI A) Level 1*
SFIA is a practical resource for people who manage or work in information systems-related roles of any type. It provides a common reference model. It describes generic levels of responsibility, in terms of Autonomy, Influence, Complexity and Business Skills.
SFIA roles and responsibilities are broken into 3 key areas. Core Skills, Contributing and awareness of.
*This job specification has an accompanying SFIA role profile which details the levels required for each core skill, contributing skill and awareness
Tasks include but are not limited to:
* Maintain a Service/Helpdesk function for customers to contact for all their IT Services Requests, Incidents and queries.
* Responsible for servicing and facilitating IT Incidents and Requests from end users.
* Ensure details are captured and entered into the Service Management call logging system and prioritised accordingly.
* Track, update and manage calls to resolutions and escalating when necessary. e.g. linking to a problem record or change record
* Manage regular communications between IT and the customer regarding updates to calls.
* Ensure IT service Incidents and Requests are managed and resolved within agreed service level targets.
* Verify customer satisfaction before resolving Incidents and requests
* Provide desk side & Meeting Room Services within agreed service level targets. Liaise with other departments and IT groups to ensure effective communication, escalation and knowledge sharing.
* Maintain an IT Asset database and monitoring and managing call queues, ensuring service levels are achieved.
* Effectively resolve user Incidents and Problems by applying known fixes and workarounds from the Knowledge Base.
* Rebuild PCs when necessary.
* Liaise with third party support companies, ensuring timely resolution and service levels are achieved.
* Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard.
* Liaise with the Service Desk Management, ensuring they are kept updated of any service Incidents that require escalation or require further attention e.g. Major Incidents
* As opportunities arise, submit improvement ideas onto a continual service improvement register (CSI).
Support:
Provide desk side support to users where further analysis is required and gather information to fix or replace equipment if necessary. Carry out in-depth analysis of Incidents and Problems involving planning, testing and implementing fixes or workarounds.
Liaise with other IT units to discover fixes.
Carry out project work either individually or as part of a team.
Implement service improvements ideas individually or as part of a team.
Systems experience & knowledge:
Knowledge of ITIL (Information Technology Infrastructure Library) and experience of using an enterprise service management toolset.
Experience of remote support tools and be able to demonstrate and understand the principals of IT Networks in an enterprise environment.
Understand the concepts of backups and disaster recovery.
Experience of supporting Windows 7 & 10 and experience of supporting Office 2010 & 2016
Previous experience of desktop hardware and printer troubleshooting and support.
Experienced in PC builds and upgrades.
Be willing to gain more technical experience.
Skills and qualities:
At least one-year continuous IT Service/Helpdesk experience and able to demonstrate excellent communication and people skills and able to communicate with users at all levels via multiple channels (Email/Phone/Social media e.g. Board members and senior management in addition to users with a high level of specialised IT expertise.
Should be conscientious with excellent attention to detail and able to follow documented procedures and checklists. e.g. Access management, Storage management and release & deployment tasks.
Good organisational and administration skills, including understanding how to prioritise work.
The ability to use initiative and be able to demonstrate enthusiasm and a willingness to be flexible with regards to tasks assigned and on occasions with their working hours or location.
The ability to work under pressure and meet specific deadlines and the ability to promote and market the service of the IT service/helpdesk

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