IT Customer Support Analyst
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| Job Type | Permanent |
| Area | Milton Keynes, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | PH10614 |
- Description
Salary: £26,000 to £31,000+ benefits including well-being, reward and recognition.
Firstly, this is not an IT Support role, it is more focusing on service delivery within the business. The IT Customer Support Analyst’s 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, offices 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.
The role covers several offices within a region and therefore weekly UK travel and Agile working will be necessary.
The IT team has grown hugely in the last few years, so there is a wealth of opportunity if you want to join a firm and grow your career. They offer a wide scope in their roles, so you can be sure to keep your technical knowledge current; also allowing the opportunity to learn new skills and technologies, plus upskill with qualifications and projects.
Qualifications:
· ITIL Foundation desirable
· Technical Certification such as CompTIA or equivalent desirable
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
· Any experience supporting business applications would be an advantage
Example of duties:
· The coordination and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to the company staff and partners (customers).
· The role of the Customer Support Analyst is to provide outstanding service to customers. Focusing on your aligned region, offices, and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver exceptional value.
· Support the delivery of an IT service that is reliable, resilient, scalable, and secure and puts the customer experience at the forefront.
· Build great relationships
· 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 2nd line support
IT Customer Support Analyst
Milton Keynes– After probation, hybrid working is available (2 days from home), travel to other sites in the region will be required
£26,000 to £31,000+ benefits including well-being, reward and recognition.
Permanent
PH10614
Wilde Associates is working in the capacity of an Employment Agency for this role.
