IT Support Analyst

IT Support Analyst – West Brom – £15-17k

My client has a great opportunity for an IT Support Analyst to work on their growing help desk. They provide IT support and consultancy services to small to medium sized businesses across the UK. The primary objective of the Helpdesk is to provide an efficient, friendly and effective first line problem solving service to our customers.

Main Objective

Working on the IT Helpdesk, you will be responsible for accurately logging service request calls for IT problems and provide guidance/support/solution over the phone. When a service request cannot be solved by you in a reasonable time frame due to its technical complexity you will escalate the problem quickly to third line support. Keeping the customer informed at all times.

Main Duties

– Provide a helpful professional first/second line support service to customers
– Perform predefined daily/weekly/monthly maintenance checks and tasks
– Log all service requests against the customer account in our Helpdesk System
– Progress to resolution or escalation all outstanding service requests
– Perform required analysis and research to successfully resolve service requests
– Keep the customer informed at all times about the status or progress of their request
– Check and respond to alerts reported by our Monitoring System
– Maintain network documentation for customer networks in our Help Desk System
– Liaise with external technology vendors as required to resolve service requests?Other Duties

Experience or qualifications in the following would be an advantage:

– CompTIA A+ and Network+
– Microsoft Certified Desktop Support Technician (MCDST)
– Windows Server 2003/2008/2012/SBS, Exchange Server and SQL Server
– Windows 7/8
– Microsoft Office Word/Outlook/Excel/PowerPoint
– Active Directory, Group Policy, DNS, DHCP, TCP/IP
– Network Hardware, Antivirus, Antimalware and Backup Solutions

First stage interviews will be held on Friday 9th April so please apply as soon as possible.

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