1st Line IT Support Analyst

Scunthorpe, Lincolnshire, England
Up to £18000.00 per annum
11 May 2018
08 Jun 2018
IT, IT Support
Contract Type
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.m. to 7 p.m. and out of hours on call support

Nisa is an award-winning group which helps independent retailers flourish in the retail market by distributing quality and competitive food at scale.  Our ethos is to support communities around the UK, by helping independent retailers make a true difference to their local area.

We are now looking for a 1st Line Support Analyst to join our busy support team in Scunthorpe.  You will be expected to deliver basic support, log tickets and assign the correct priority to each ticket – full training will be given for this role.

Day to day tasks:
•    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

You will be expected to have:
•    The ability to communicate verbally in a clear and effective way
•    The ability to communicate clearly in writing and using data
•    The ability to communicate appropriately at all levels of the business
•    An understanding of IT (Essential)
•    Customer Service Skills (Essential)
•    Technical ability
•    Excellent customer service skills and telephone manner.

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