IT Support Analyst

Recruiter
ARM (Advanced Resource Managers)
Location
Watford
Salary
14.00 - 16.00 GBP Hourly
Posted
22 Nov 2020
Closes
24 Nov 2020
Sectors
Accountancy
Contract Type
Contract
Hours
Full Time

IT Support Analyst
Watford, Herts
3 months initially
GBP14 - GBP16ph (umbrella company)

Our client requires an IT Support Analyst for the following role:

The Support Analyst (Level 2) role is to provide a single point of contact for end users so that they can accomplish business tasks. This includes logging, prioritising, documenting and actively resolving end user requests, and incidents with SLA. Problem resolution will involve the use of diagnostic and Service Management tools, as well as require that the individual give in-person, hands-on help at the desktop level.

The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

The successful candidate will be able to work independently, responsible for initiating and completing tasks and procedures, including where relevant responsibility for supervising or guiding others.

The ability to gain, and where relevant apply a range of knowledge, skills and understanding

  • Log, monitor and resolve incident and service requests that occur from electronic or "in person" communication inside Service Level Agreement (SLA) time frames.
  • Under tutelage, perform analysis, diagnosis, and resolution of basic ICT problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Install, configure, test, maintain, monitor and troubleshoot end-user company issued devices, related hardware and software to deliver company continuity of service.
  • Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
  • Escalate problems (when required) to the correct escalation path.
  • If necessary, liaise with third-party support and ICT equipment vendors.
  • Be in place at designated times to ensure coverage of service desk activities
  • Develop help sheets and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.
  • Perform hands-on fixes, including installing and upgrading software, installing hardware and configuring systems and applications.
  • To continually develop and apply diagnostic utilities to aid in troubleshooting.
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • To learn about and alert Service Management Team to emerging trends in incidents
  • Test fixes to ensure problem has been adequately resolved.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Ensure courteous, timely and effective resolution of end user issues.
  • Adheres to the Departments Service Management Processes to ensure consistent support and delivery of IT Services.
  • Conduct research on Information Communication Technology (ICT) products in support of procurement and development efforts. Evaluate and recommend products for purchase, as requested
  • Perform post-resolution follow ups to help requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Ensures that the resolution of Incidents, Problems and Service Requests remain on target and acts as required to rectify problems
  • Alert Service Management Team to emerging trends in incidents.
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • Assist in software releases and roll-outs, including communication to the end users.
  • Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs.

More searches like this