IT Support Analyst

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Experis are currently recruiting for a number of IT Support Analyst positions for a public sector client based in Birmingham. ResponsibilitiesInstall or remove hardware and/or software, using supplied installation instructions and tools; follow agreed standards, including those for electrical work.Conduct test of the hardware and/or software affected using supplied test procedures and diagnostic tools.Help to resolve problems and faults, and corrects malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures.Carry out required collection of information and records, including using network management systems and appropriate performance analysis equipment to monitor installation performance against agreed service levels.Take action on known or moderately complex problems, advising superiors and specialists only when their attention is required.Report details of all hardware/software items that have been installed and removed so that configuration management records can be updated.Provide assistance to users in a professional manner following agreed procedures for further help or escalation of requestInitiate action to resolve problems in systems and services. Document such incidents and problems within the configuration management defect/problem reporting system. Match unresolved incidents against existing problems, known Support Analyst errors and other incidents.Assist with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, change management, configuration management and asset management functions.Support service level management in monitoring the impact of problems on agreed service levels.Respond to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. RequirementsDegree, or equivalentProfessional qualification such as: ITIL ® Foundation in IT Service Management or MCSE - Microsoft Certified Systems Engineer.Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.Experience working on Audio/Visual equipment.The knowledge and ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.The use of everyday desktop software including word processing, spreadsheets, graphics.Methods and techniques for reporting progress and financial conformance against an agreed plan.