IT Support Analyst

Purpose

This position is to provide first line technical support for Internal Inoapps users and devices. This support will be conducted from the UK and will involve remote support of users in our international regions. Along with support tasks, this role will include project implementation work, documentation, administration and maintenance.

The main responsibilities will involve engaging with users and teams to troubleshoot any laptop or software issues, ensuring the office IT infrastructure is maintained, maintaining quality of information in our IT service offerings and administration of any Inoapps support tools.

Although previous experience would be beneficial, this is an entry level position and on the job training will be provided where needed.

Key responsibilities

• Configuring Laptops for new starters and hardware refreshes to Internal security standards
• Monitoring the IT Support mailbox and ticket system.
• Investigating and diagnosing technical issues accurately and effectively.
• Providing remote IT support and escalating issues to other team members where appropriate.
• Ensure asset lists are kept up to date and the data is accurate.

Key measures

• You must have great communication skills and will be expected to deal with people at all levels of the business in a friendly and professional manner.
• Excellent general technical awareness is a must. You will eventually be providing support for and administering a wide range hardware and systems.
• A talent for problem solving is essential as well as being able to logically diagnose and troubleshoot technical issues.

Key outcomes

• Laptops will be built in region to the required standard and will be ready for the users first day.
• Support of existing deployed laptops ensures users have minimal downtime.
• All devices are logged correctly against a user in the asset management system and the asset is tracked throughout its life.
• The internal ticket queue is always monitored, and tickets dealt with and updated within an agreed upon time frame.
• All project work is documented in a professional manner.