Senior IT Support Analyst
Full job description
Shaw Daniels Solutions Ltd
Salary: £27,600 – £30,000 per year
Senior IT Support Analyst
A very exciting opportunity is available with a market leading company within their sector and currently a FTSE 100 company. With this they are in the middle of a complete restructure and new build of a Service Desk and infrastructure team.
Reporting to the Support Manager you will be the first point of contact for the company users reporting IT issues or requesting IT service.
You will be accountable for adherence to current IT SLAs, KPIs and department performance measures and processes and the delivery of the operational responsibilities of a Senior Support Analyst.
Responsibilities of the Senior Support Analyst
* Provide first-time fixes for standard IT issues and requests, other issues where confident to do so in a timely manner.
* Assist with ServiceDesk ticket queues.
* Ensure knowledge, understanding and adherence to current IT SLAs, KPIs and department performance measures, and processes
* Ensure calls are answered promptly and dealt with in a professional and timely manner.
* Detect or analyse incoming tickets for high priority, wide-ranging or recurring issues.
* Identify and highlight user IT-training issues
* Assist with training and mentoring members of the team, highlight knowledge gaps.
* Ensure the IT knowledgebase is referred to, up to date, shared, and fit for purpose.
* Escalate volume increase / resource gaps
* Ensure all issues and service requests are accurately recorded in the IT ServiceDesk system.
* Ensure the Asset register is accurate and updated.
* Ensure the Change management process is followed.
Technical Skills
* Any Microsoft stack technologies – Windows server, Active Directory,
* Exchange Server, Group Policy, O365, DNS, DHCP etc.
* Installing and configuring computers, laptops, printers, tablets and other company devices.
* Responsible for diagnosing and resolving hardware and software problems. (1000+ users).
* Configuring and managing networking devices. (Cisco Meraki / HP Switches, Routers, WAPs, Wireless)
* Managing user access to the application
* Visiting our sites and diagnosing the networking and infrastructure issues + auditing.
To apply for this job please visit definitejobs.co.uk.