As an IT Analyst, you and other members of the Service team will be the first point of contact for all users via telephone, email and face to face in conjunction with a service desk management system within an agreed SLA.
You will be responsible for assisting with the maintenance and support of IT systems as well as contributing to IT project work as required.
Reporting to the IT Service Manager, the key deliverables of this role can be summarised as follows:
Role involves both 1st line support including tasks like password resets, software installations, and basic hardware support.
Acting as the 1st point of call for users that need assistance.
AS well as 2nd line support resolving more complex technical issues, conducting in-depth troubleshooting, and escalating incidents to third-line support if necessary.
You may already be in an IT Applications Analyst support role, or perhaps looking to transition from a helpdesk role where you have gained relevant experience.
IT Applications Analyst - Manchester with flexible Hybrid working
Our client, a Global leader in their field, is looking to an IT Applications Analyst to compliment their Manchester based team.
Be responsible for 2nd Line support, both in person and remotely via MS Teams, telephone, and remote access tools.
General
We are now looking for a 2nd Line Support Engineer to handle escalations from the Service Desk Team.
You will be collaborating with third parties to resolve issues, standardise, and automate processes, and formalising procedures for efficient service delivery.