IT Support Analyst

IT Support Technician
Warrington
6 months
GBP135 per day (PAYE)

An IT Support Engineer is required for our client to support in the day-to-day operations and to provide effective 2nd line support.

General responsibilities
. Ensure all incidents, service requests, events are logged in the Service Desk system
. Allocation of incidents through escalation processes defined within the business
. Monitoring ICT systems to maintain a proactive approach to service delivery.
. Focus on delivering a high standard of face-to-face ICT support to all Staff.
. Completing Tier 2 ICT support Incidents within agreed SLA's
. Create, log, update, prioritise and resolve incidents at 1st or 2nd line support levels
. Offering face-to-face ICT support and all incidents
. Assist with project related incidents that include latest software and security patches for certain business application.
. Work with the ICT Support Manager on improvements to ICT services
. Identify incidents that need escalations to Problem status within ITIL best practices.
. Report progress of tasks allocated by ICT Support Manager
. To communicate at various levels within the organisation
. To conduct audits across the business, identifying and highlighting best practice and producing clear documentation for the support services department.
. To troubleshoot areas of poor performance
. Visit sites and regional offices for provisioning of ICT support.
. Working alongside the other ICT departments to ensure audits are completed for all assets.
. To work alongside with the ICT Support Manager, ICT Infrastructure Manager, Development Manager and Asset & Deployment Manager
. Proactive approach to Service Delivery through Monitoring tools and systems.

Technical responsibilities
. Supporting VOIP telephony systems
. Provide 2nd line
. Installation and maintenance of computer related hardware and software.
. Administration and support on VPN & remote access solution
. Provide 2nd line application support
. 1st Line Mobile device support including IPADS and Smart phones
. To manage and monitor Server Environments for Sites and offices
. Patching and updates on Servers for Sites and offices
. Monitor and action any hardware faults or proactive processes for Servers
. Understand and troubleshoot Project/Site/Office ICT Communication equipment
. Undertake any patching work that may be required
. Document all regional information

Qualifications and experience
. ITIL foundation qualification or good sound knowledge
. At least 12 months experience working on a ITIL process driven ServiceDesk
. Customer focused driven
. Networking Knowledge
. ICT Security Awareness
. Experienced in Windows 7 and 10 OS
. Understanding of MS server 2008, 2012, 2016
. Office 365 experience would be beneficial