IT Support Analyst
Location: Stoke-On-Trent
Work Arrangement: Hybrid - 3-4 days on site per week
Salary: £28,000 per annum
Great opportunity for an IT Support Analyst to provide all levels of support across the clients application catalogue and technology landscape in line with Service Level Agreements and to undertake consultation and advisory responsibilities for any project work as required.
Key Responsibilities:
1. Provide all Service Desk support activities and assistance to end users in the recording and resolution of incidents, requests, and problems, including diagnosing and triaging of hardware requests and builds.
2. Ensure that all end user raised incidents and service requests are clearly logged in the Service Desk portal, maintaining accurate log entries through to resolution.
3. Perform basic troubleshooting on all supported technology & applications, identifying recurring issues and as appropriate, raising problem tickets to progress to resolution.
4. Maintain confidentiality regarding the information being processed, stored, or accessed, in line with security policies.
5. Ensure any changes made are in line with the company change management processes as required.
6. Recommend process or working practice changes to the management team to help remove process failures, redundant or over-engineered processes.
7. Seek mentoring and personal development coaching from more experienced colleagues, and maintain up-to-date knowledgebase articles.
8. Participate in workshops to agree effective solutions to IT change.
9. Communicate and influence where necessary to business stakeholders.
Key Skills:
1. Good IT skills.
2. Ability to work to demanding timelines.
3. Strong focus on team achievements but can work effectively without guidance.
4. Excellent communication skills.
5. Strong organisational skills.
6. Strong prioritisation skills.
7. Strong decision-making skills.
8. Ability to adapt and reprioritise solutions within tight time constraints.
9. Strong interpretation of complex requirements.
10. Demonstrates a willingness to learn, and a commitment to quality and continuous improvement.
11. Customer service (end user) ethos.
12. Excellent analytical and problem-solving skills.
13. Knowledge of Microsoft Office 365 and Cloud (MS Azure) environments.
Interested? Please submit your updated CV to Lucy Morgan at Crimson for immediate consideration.
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