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IT Services Analyst

Job Title: IT Services Analyst
Contract Type: Permanent
Location: West Drayton, Middlesex
Salary: £20000.00 - £24000.00 per annum
Start Date: ASAP
Reference: JO0000000477
Contact Name: Prospectus
Contact Email:
Job Published: April 04, 2016 11:31

Job Description

Our client requires a IT Support professional to join their busy team. The role would suit someone who has around 2 years IT Support experience that is used to owning and proactively chasing all open problems and orders through to resolution.

You will provide Technical Support with high emphasis on fixing a call at the first point of contact and in cases where this is not possible, assign service requests to the appropriate resolver.

Responsibilities for IT services will include:
·Providing a first point of contact for all I.T. support issues raised globally.
·Controlled handover of problems which cannot be fixed in the first call.
·Monitoring and proactively progressing IT Services calls within the Help Desk System.
·Providing support for problem diagnosis, potentially using remote control tools.
·Communication progress and updates to users on their outstanding problems/orders.
·Monitoring and adhering to service level KPIs.
·Providing support for Client devices {PCs, Laptops, Tablets, Smartphones} and associated applications and peripherals.
·Undertaking Active directory and Server administration activities across platforms e.g. user ID set-ups, 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.
·Monitor and ensure staff adhere to company procedures and policies, with special emphasis on security.
·Provide first class customer service in the form of support and maintenance to external customers on the in-house application.
·Where appropriate escalating problems to the I.T. Services Manager or Business Systems Manager.
·Identifying new processes and procedures and supporting and carrying out the knowledge sharing between team members and groups
·Contributing to continuous improvement activities and producing concise documentation as required.
·On site backup and restore processes, with special emphasis on business continuity.

Responsibilities for Phone System will include:
·Movements and changes (patching)
·Extension changes and application updates
·Liaison with service providers of Telephone circuits
·Liaison with Supplier of ShoreTel system (including call centre application)
·System configuration
·Oaisys voice recording support

Required Skills:
·Ideally educated to degree or equivalent standard
·Commercial experience in I.T. support
·Strong communication, problem solving and customer service skills
·Sound analytical skills and attention to detail essential
·Knowledge of network and web architectures
·Advanced knowledge of Windows server administration and MS Office

Desired Skills:
·Experience of supporting PBX systems and/or travel industry applications an advantage
·Experience of MultiValue/Pick Databases especially IBM UniVerse a distinct advantage
·Experience of Relational Databases especially Microsoft SQL Server a distinct advantage

This role is covered on a rotational shift basis Monday - Friday, covering 7am to 7pm. Plus 'on call' arrangements and subject to operational requirements.

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