IT Technical Support Analyst

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IT Technical Support Analyst

IT Support / Technical Support / Application Support / Permanent / Walsall / Staffordshire

My well established, nationally recognised client is looking for a passionate IT Technical Support Analyst to join a newly formed Technical Support team at their head office in Walsall, Staffordshire as they embark on an exciting period of digital transformation!

The IT Technical Support Analyst will be responsible for providing support for all technology systems across the business. This will include 1st and 2nd line bespoke application support, desktop support, computer builds and network support.

Key Responsibilities:

*Providing second line support for all technology systems - responding to and resolving incidents raised either by users or by system alerts across all technology solutions used in the business and within agreed SLAs.

*Supporting colleagues in the head office, including hardware, software and IT queries.

*Identifying, diagnosing and resolving incidents.

*Documenting solutions and keeping support documentation up to date.

*Releasing changes to the estate in accordance with Change Board sign off.

*Working with the project teams to on-board new solutions into support.

*Working with third parties who play a role in supporting systems, including logging incidents and seeing these through to completion within agreed SLAs.

*Working with 1st line support colleagues, ensuring that any information that could help with first time fix rates or smoother escalation are communicated clearly.

*Provide necessary end user IT training where needed.

*Monitor system jobs and respond to alerts as required (sometimes out of hours).

*Liaise with internal teams to assist with issues and other business challenges as required.

*Complete root cause analysis for common issues and provide suggestions for reducing calls.

*Provide suggestions for improving support services.

*Supporting in the installation or removal of technology equipment.

Key Skills and Experience required:

*Excellent customer service and communication skills, capable of dealing with people at all levels.

*Excellent technical knowledge - including Microsoft Windows, SQL and Office 365.

*Strong troubleshooting skills; a desire to get to the root of a problem.

*Self-motivated, willing to go the extra mile, with a "can-do" attitude.

*Must be flexible around working hours - willing to travel to other sites.

*Strong understanding of a modern technical landscape - understanding API's, integration methodologies, infrastructure and overall architectures.

*Excellent documentation skills - able to quickly and accurately document solutions for both technical and non-technical users.

*Excellent organisational skills, able to multi-task and work under pressure.

*An understanding of ITIL.

This is a fantastic opportunity to join a well established organisation during an exciting period of change. The salary is £22,000 - £25,000 dependant on experience plus comprehensive company benefits package.

Please apply ASAP to be considered.

IT Support / Technical Support / Application Support / Permanent / Walsall / Staffordshire

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