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:
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Delivery of high-quality technical support on a range of technologies.
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Hands-on attitude to troubleshooting hardware and application specific issues.
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Responding appropriately to, and effectively resolving or escalating user incidents or queries within SLA and KPI timeframes (first response and resolution).
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Take ownership of requests assigned to you and manage them through to resolution.
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Perform administrative tasks as required (user and server related).
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Help support and train other team members as required.
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Supporting Windows Desktop 10-11, Citrix XenApp/XenDesktop.
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Desktop PC, Terminal and Laptop support.
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Mobile device support.
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Printer support.
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Use and support of Microsoft Office Suite (Outlook, Teams, Word and Excel).
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Local Area Networking support including local cabling/patching to switches.
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Predominantly based in Manchester but willing to travel to Liverpool and London on rare occasions as required.
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Working hours will be 35 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00)
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Additional paid overtime as part of an out of hours rota.
Required skills and approach.
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1+ years hands-on related IT support experience in a professional services environment.
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Strong customer service ethic whether in person, on the telephone or via other forms of digital communication such as email and chat.
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Able to manage workloads by applying priorities appropriately or as directed with discipline. Appreciation of and able to accommodate SLA and KPIs.
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Meticulous attention to detail.
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Willingness to take ownership of tasks and manage them through to resolution.
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Proactive, ability to be self-motivated and have a continuous improvement mentality.
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Awareness of data protection and confidentiality principles.
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Windows Server awareness.
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Active Directory user configuration experience.
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Ability to work as part of a team, supporting other team members.
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Excellent problem solving and analysis skills with good attention to detail.
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Proactive, ability to be self-motivated and effectively manage own workload.
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Continuous improvement mentality.
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Technical understanding of current leading technologies, suppliers and industry terminology.
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Microsoft 365 awareness and willingness to gain an appropriate level of expertise in core systems such as iManage and Proclaim.