IT Support Analyst
Recruiter
Candidate Source Ltd
Listed on
27th September 2018
Location
Camberley
Salary/Rate
£30000 - £32000
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
An award-winning employer (voted ‘Best Outsourcing Company of the Year’ in the National Technology Awards) is seeking additional team members to join the business as 1st, 2nd (possibly some 3rd) Line IT Support Analysts to be the crucial first client contact and ‘voice’ of the support team, looking after the needs of their impressive and expanding client list. This role will be predominantly office based in modern, bright and stylish offices in Camberley.The team bring corporate technology to the SME market - specialising in providing technology solutions from the major global brands (such as Microsoft, HP and Cisco). This is a demanding environment to work in at times, but genuinely satisfying and great fun offering friendly and professional IT support, services and solutions to businesses across Surrey, Berkshire and Hampshire. The role comes with benefits including a company pension and gym membership and onsite parking.
Reporting to the team leader, the IT Support Analyst duties include (but are not limited to):
Answering calls that come into the helpdesk in a friendly and proficient manner.Giving empathetic and proactive assistance to users of varying skill levels and industry backgrounds, using the appropriate tech/non tech language, remotely over the telephone.Updating and progressing outstanding incidents and providing regular feedback of call status to the client.Call prioritisation and escalation of incidents and problems to the team manager.Keeping incident records and client configuration data up to date.Occasionally visiting client sites if necessary.Being predominantly office based, using the telephone and remote tools. To be a successful IT Support Analyst you will have the following skills and experience:
Proven IT experience including diagnosing, repairing and solving hardware, software, server and network related issues.Proven remote skills using an industry standard incident management toolset (e.g. Connectwise, BMC, Remedy etc).Proven experience in a customer contact / facing role and excellent customer service and communication skills.Ability to explain information in a professional manner to clients of differing levels of technical knowledge, from a wide variety of industries.A good understanding of incident management, problem management, change and configuration management.Understanding customer SLAs and KPIs.Ability to schedule tasks, meet deadlines, work unsupervised and set / follow procedures.Demonstrate accuracy and attention to detail in work and a desire to ensure the highest standards are met and maintained.Excellent level of experience of Windows 7 / Windows 10 and Microsoft Office 2010 / 2013 / 2016.Good level of experience with Office365 technologies (Exchange Online, SharePoint, OneDrive).Experience of Windows Server 2008 and Windows Server 2012, including Active Directory, File Permissions, DHCP / DNS services, backup and recovery and group policy.Experience of networking (switches and access points) and internet connectivity solutions (routers and firewalls).Apple Mac (OSX) experience is desirable.Mobile device experience is desirable - e.g. iPhone, iPad, Android.An industry standard qualification e.g. Microsoft and Cisco (desirable).Any ITIL v3 qualification (desirable). The Analyst will be working patterns (some variance may be negotiable) as follows:
8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 9.30 am - 6.00 pm.
We rotate these hours amongst the team and have a weekly shift rotation where possible.
In return, the Analyst will receive a salary of £30,000 - £32,000 per annum negotiable dependant on experience. Benefits include a company pension, gym membership, free parking local to site and some on site parking (first come first served).
No agencies please.
Candidate Source Ltd is an advertising agency and the details sent in your application will be passed to a third party responsible for processing the application. This will include holding and sharing your personal data and our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to inform you of the third partys details should you wish.
