1st Line IT Support Analyst

Location
Scunthorpe, Lincolnshire, England
Salary
Up to £18000.00 per annum
Posted
11 May 2018
Closes
08 Jun 2018
Ref
2M-MM10709
Contact
2M Employment Solutions
Sectors
IT, IT Support
Contract Type
Permanent
Hours
Full Time

1st Line IT Support Analyst
Job Purpose: Supporting members using Epositive and general IT support
Reports to: IT Service Desk Manager
Salary: £18k pa + benefits
Based: Scunthorpe
Hours: Permanent / full time including rota working covering 7 a. to 7 p. and out of hours on call support


Key Result Areas:
The 1st Line IT Support Analyst role is to deliver basic support, log tickets and assign the appropriate priority to the tickets. Full training will be provided for this role.

Job Knowledge
* Customer Service Skills - Essential
* Technical ability.
* Excellent customer service skills and telephone manner.

Specific Areas of Work:
* Field incoming calls from end users
* Perform some troubleshooting to identify cause of issues
* Follow standard-operating-procedures to apply basic fixes where possible
* Seek guidance or escalate issues to other members of the IT team when problems cannot be resolved
* Fully document all details of the issue using the Service Desk system
* Communicate application problems and issues to key stakeholders, including management, development teams and end users.
* Identify and learn appropriate software applications used and supported by the organisation
* Balance workload between new calls received, existing workload and escalated calls
* Required to work 7am to 7pm on a rota basis including out of hours on call (7pm to 11pm)
* Create articles and documents for the Support Desk Knowledge base to assist in problems

Job Skills and Competencies
* Ability to communicate verbally in a clear and effective way.
* Ability to communicate clearly in writing and using data.
* Ability to communicate appropriately at all levels of the business.
* Understanding of IT essential

This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.

In order to apply for this role, please click 'Apply' to continue your application. Please ensure you include details of your current remuneration package.

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