IT Support Analyst
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| Job Type | Permanent |
| Area | Maidstone, United KingdomLondon City, United KingdomCanterbury, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | PH9986 |
- Description
Salary: £26,000 to £29,000 + work life balance, 25 days holiday + Bank Holiday’s, Agile working, car lease scheme + more
We are seeking a proactive and customer centric candidate to join our client’s IT Division. You will be passionate about the IT sector and specifically looking at ways to make the IT service run more efficiently.
Essential skills:
· Experience in a customer facing IT role
· Skilled in the creation and delivery of customer focused presentations and communications
· Experience working within an IT Managed Service (outsourced) environment
· A good general knowledge of end user technologies, e.g. PC's, Audio Visual, Mobile Phones, Telephone systems
· Experience working with ITIL service and support processes
· Strong analytical and diagnostic skills for problem resolution and root cause analysis
· A broad understanding of technology and a good level of awareness of technical concepts
· Excellent knowledge of Microsoft products
It would be great if you had some experience in coaching or training as this will be part of your responsibility, e.g. when new software is integrated.
Desirable skills / qualifications
· Supporting business applications
· ITIL Foundation
· Technical Certification such as CompTIA or others
You will be responsible for the co-ordination and assurance of all IT Services; ensuring a high quality, consistent, professional and service level driven support is delivered to the company and its valued customers. You will provide outstanding service to customers. Focusing on your aligned region, sites and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver exceptional value.
You will proactively contribute to the service improvement plan and take ownership for your region. Work with the IT Service Manager to monitor the service delivered by our IT Managed service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.
You will build great relationships with key customers in your region and be known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the IT Service Manager is informed promptly.
Work with the IT Service Manager to create a customer engagement plan for your region. The primary focus is to continuously improve services, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.
A key part of the role is to help customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, sites and customers.
Service Desk and technical support is provided by an IT Managed service provider. In your role you will monitor the queues for your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary.
Applications and selected systems will be passed to your queue for 2nd level investigation and resolution. This will involve working with vendors and other parts of the IT team but in all cases ownership for resolution remains with the Customer Support Analyst.
Job Title: IT Support Analyst
Location: London – Must have a car as you will be required to travel to other sites in the Kent region
Salary: £26,000 to £29,000 + work life balance, 25 days holiday + Bank Holiday’s, Agile working, car lease scheme + more
Job Type: Permanent
Job Reference: PH9986
Wilde Associates is working in the capacity of an Employment Agency for this role
