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Systems Support Analyst

Job Title: Systems Support Analyst
Contract Type: Permanent
Location: England,Middlesex
Salary: gbp25000 - gbp29000 per annum
Start Date: ASAP
Reference: BBBH204_1353511631
Contact Name: Elkie Holland
Contact Email:
Job Published: November 21, 2012 15:27

Job Description

Opportunity to work for a well established international organisation that provides their services in over 70 countries. They are currently looking for a Systems Support Analyst with excellent customer service skills to join their team. You will be responsible for providing technical support and fixing calls at the first point of contact, or where this is not possible you will escalate to the appropriate resolver. You will also own and proactively chase all open problems and orders through to resolution.

You should be :
* Have commercial experience in IT Support.
* Strong communication, problem solfing and customer service skills.
* Sound analytical skills with attention to detail.
* Knowledge of network and web architectures.
* Windows 2000/2003 server administration and MS Office.
* MultiValue / Pick Databases (preferably IBM UniVerse).
* Relational database, Microsoft SQL Server a distinct advantage.
* Supporting PBX systems
* Previous experience of supporting travel industry applications an advantage.

You will be required to work 7am - 7pm on a rotational basis as required plus 'on call' subject to operational requirements.

Main responsibilities:

* Providing a first point of contact for all I.T. support issues and the logging of requests.
* Monitoring and proactively progressing calls within the Helpdesk System.
* Monitoring and adhering to service level KPIs.
* Providing support for standard desktop and applications problems e.g. printer queue resets, system rebuilds.
* Providing support for problem diagnosis, potentially using remote control tools.
* Carrying out Active directory and Server user administration activities across platforms e.g. user ID setups, changing data groups.
* Carrying out I.T. administration activities e.g. modifying mail groups, resetting passwords
* Network and infrastructure support
* Business Systems (apps) support.
* Provision of Management Information.
* Proactively managing all problems and orders through to resolution.
* Updating users on the progress of their outstanding problems/orders.
* Analysing user satisfaction surveys.
* Providing a first class customer service in the form of support and maintenance to external customers on the in-house application.
* Escalating problems to the I.T. Services Manager where appropriate.
* Identifying new processes and procedures.
* Supporting and carrying out the knowledge sharing between team members and groups
* Contributing to continuous improvement activities.
* Producing concise documentation as required.
* On site backup and restore processes.

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