Role Overview: The IT Support Analyst serves as the primary escalation point for the majority of IT support interactions. This role involves providing colleagues with the IT support they need to perform their jobs effectively, ensuring prompt identification and resolution of issues. You'll work proactively to prevent issues and continuously improve service quality. With a strong emphasis on customer service, you'll deliver a professional and responsive IT service, contributing to a collaborative and supportive work environment.
Key Responsibilities:
- Technical Support: Provide IT support, training, and advice via phone, self service tickets, and walk-ups, collaborating with the IT Team when needed and escalating cases to the next level of support when necessary.
- Customer Interaction Management: Efficiently manage customer interactions using the current ITSM tool, ensuring proper resolution of assigned tickets.
- Communication Channel: Provide colleagues with comprehensive and timely communication on the tickets you have been assigned .
- Customer Service Excellence: Deliver high-level customer service, understanding issue impacts and managing them appropriately.
- Knowledge Management: Maintain and enhance the Knowledge Portal, sharing insights and updates.
- Business Understanding: Maintain an understanding of Service Desk business processes and adhere to Information Security policies.
- Incident Escalation: Follow procedures for escalating major incidents and ensure tickets contain accurate information for troubleshooting.
- Proactive Monitoring: Monitor key systems, backups and networks for problems and identify potential issues, resolving where possible and escalating to higher levels or product specific support where necessary.
- Inventory Management: Keep records of IT hardware and software inventory and update when changes occur or items are lost or disposed and produce reports. Track software license allocations and request new licenses when required.
- Patching and updating systems: Keep desktop and sever systems up-to-date by applying updates and patches, particularly as the result of reported vulnerabilities. Ensure security products are kept up-to-date and compliant with group infosec standards.
Skills and Experience Required:
Essential:
IT Service Management:* Proficiency in IT service case management and case documentation and communication.
Technical Troubleshooting:* Fundamental skills in desktop and network troubleshooting, including printer support and IP telephony systems.
Device Setup:* Competence in desktop, laptop, handheld terminals, iOS, and Android device setup and support, network switch and access point configuration. Image installation with InTune and other image management mobile device management software.
Software Experience:* Experience with Microsoft Windows 11, Office 365 Administration tasks, Business Central ERP, LS Central Retail, mobile device management applications, remote support applications, access control systems, IP Telephony systems and Active Directory.
Communication:* Excellent communication skills, including IM, chat, and email, with a great telephone manner.
Customer Interaction:* Patience and understanding when communicating with users, taking ownership of incidents and problems.
Desirable:
Customer Service:* Experience or exposure to providing a high degree of customer service.
Windows Server Systems:* Understanding of windows server services and configuration.
