Support Analyst

Job Description

Job Title - Support Analyst

Job Market - IT / Technology / Desktop Support



Support Analyst - About the role

Responsibility for the first and second line technical support of internal and external corporate users. Undertake call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications. Ensure all work undertaken is managed within the designated Call logging system (Ivanti) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance. Provide excellent communication and customer service experience to provide a first class interaction.

Support Analyst - Key duties

Act as part of a wider support team to become a single point of contact providing first and second line technical support via Phone, Email, Portal, On-Site and Remote mediums

Receiving, logging and managing of enquiries via the Call logging system (Ivanti) including first line resolution

Participating and implementing of bespoke and standard application upgrades

General maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration

Administration of a Windows and Thin Client estate

Understand and adhere to individual and team SLA / KPI targets, ensuring escalations are made to prevent failures

Ensure that the escalation process is adhered to in order to swiftly alert line management of critical issues

Participation in On-Call & Out-of-hours support as needed

Ensure that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with ERS values

Support Analyst - Key requirements

MCDST certification or equivalent would be preferable, however demonstrated ability would be acceptable

An understanding of ITIL is essential, a qualification would be preferable

Excellent knowledge, understanding and experience of common computing principles and technologies - e.g. PC’s, Printers, Networking, Microsoft, Citrix, Active Directory, Sophos Antivirus and DLP. You should have excellent problem solving and interpersonal skills, capable of working to deadlines, high level of attention to detail, and have a keen desire to learn and progress

Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 with Office 2016/365 exposure

Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment

User & Security Group Active Directory administration experience

Experience managing major incidents including business expectations and communications

Experience with Ivanti ISM and EPM is desirable