Technical Support Analyst

Recruiter
Equals One
Location
Derby, Derbyshire
Salary
salary 18,500
Posted
22 Mar 2018
Closes
19 Apr 2018
Ref
tsa/ste
Contract Type
Permanent
Hours
Full Time

Technical Support Analyst

Up to £18,500

Derby

Full Time

The Technical Support Analyst is a member of the Service Desk team covering the day-to-day IT support needs for Synergy Health plc. The primary function of the position is to provide 1st/2nd line support for Synergy’s staff and customers. The undertaking of some of these support functions may require occasional site visits.

Problem and Incident Management:

·Acts as single point of contact via numerous channels, for all computer hardware, software and telecoms incidents and problems

·Gather the required information necessary in order to best handle customer software and technical inquiries

·Manage customer expectations regarding estimated response times for issue resolution

·Collaborate with other members of the Service team to properly manage customer inquiries and escalate when appropriate

·Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status

·Collaborate with other Support Analysts, Seniors and Support Engineers to identify high priority issues and engage with the Enterprise Application Team and Infrastructure Teams.

·Escalate trouble tickets and priority issues to Tier 3 when necessary

·Providing resolution for requests on first contact to agreed targets

·Resolution of support tasks within the service level agreement

·Analyses issues (both technical and operational) and arrive at workable solutions

·Fault resolution using remote support tools

·Providing on-call support for emergency out of hours cover

IT Request Fulfilment:

·Acts as single point of contact, via numerous channels, for all computer hardware, software and telecoms service requests

·Purchase, installs, configure and maintain endpoint services, computer hardware, software, peripherals, printers, handsets, Etc …

·User / account management

Technical Team

·Analyses, designs, develops, tests and implements endpoint services

·Provides guidance and training to staff in resolving problems and queries

·Documentation of Support Activities, Policies & Procedures

·Research and document technical issues

Education:

Post secondary education or higher, preferably in a Computer related subject, or equivalent combination of qualification and experience

Experience:

·Excellent working knowledge of computer software, hardware and networks

·At least two years’ experience working in a IT support role