Junior IT Support Analyst

Ambitions Personnel
07 Dec 2018
10 Dec 2018
Contract Type
Full Time
Job Specification: Working on an internal Help Desk providing support across all offices for the various software, applications and hardware used within the firm, involving all aspects of customer support. The role includes both telephone and desk side support and will include visiting branch locations as required.

Be available on the Help Desk to take incident or emails at all times.

Ensure all incidents/service requests are logged and dealt with in the quickest, most effective and efficient way, ensuring where within your control a resolution is agreed with the customer

Manage customer expectations by regular updates

Develop customer relationships that ensure the delivery of exceptional client service

Develop an in-depth knowledge of key applications and stay abreast of developments in new technologies

Where appropriate take ownership of applications and managing the software lifecycle i.e. upgrades, patches, deployments or mini projects as directed by the IT Director.

Contribute to continuous improvement by challenging what can be improved upon and promoting efficiencies

Skills and experience required:

1st level and/or 2nd level support experience (desirable)

Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment

Demonstrable knowledge of Cloud technology, specifically Microsoft Azure and Office 365.

Awareness of ITIL including Change, Capacity, Availability & IT Service Continuity (DR/BCP)

Motivated to establish and eradicate the root cause, not treat symptoms.

Windows OS level knowledge

MS Office experience

Active Directory experience

ITIL foundation (desirable)

MCP (desirable)

Working hours: Monday to Friday, 9.00am to 5.30pm, 1 hour for lunch

Holiday entitlement: 20 days per annum

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