Technical Support Desk Analyst

Salary: £28,800 – £31,200 per year

Main purpose of role:

• Provision of technical service desk advice and support to customers

Primary responsibilities:

• Receive, document, and manage IT problems and queries raised by users accurately and in a timely manner so that queries can be correctly assessed.
• Identify, investigate and diagnose IT problems and queries raised by users to guidance and advice can be offered and solutions.
• Operate in line with Service Level Agreements and company policies while using and adapting ITIL processes to provide and maintain high standards of customer service and quality.
• Liaise with external specialist agencies and experts to assist with finding resolutions to queries.
• Use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles.
• Operate collaboratively and effectively within one or more teams while contributing to the teams agreed goals and objectives.
• Share specialist knowledge relevant to the business with colleagues my maintaining and expanding knowledge databases and providing advice and training when required.
• Maintain flexibility in the role to enable other tasks to be undertaken within the Technical Services Department.
• Stay informed of current practices and development in ICT fields to better enable solutions and advice to be given.
• Take responsibility for maintaining own skills development and adopt continuous learning and self-improvement by undertaking new and existing product training when necessary and working towards agreed industry certifications.
• Work efficiently, cost effectively, confidentially and ethically in accordance with the company’s policies and UK laws to maintain the company’s reputation and trusted advisor status.

Qualifications /experience

Education:

Minimally required – GCSE Maths and English, Microsoft MCP.

Preferred – BTEC, HND, A Level, BSc in an ICT subject or with ICT content, Microsoft Windows Server MCSA, Microsoft Office 365 MCSA, ITIL, CISCO CCNA, CompTIA Network+.

Experience:

Minimally required: experience of a service or helpdesk.

Preferred: 3 years or more working within ICT service delivery; e.g., a service or helpdesk, filed services or project delivery.

Project Delivery:

• Understands client goals and objectives.
• Understand SME businesses and operational requirements.
• Able to understand client needs, goals and objectives and apply these to the utilisation of axisfirst software and project specifications.
• Hardworking, honest, enthusiastic, and flexible.
• Demonstrates accountability and possesses high integrity and professionalism
• Prioritises tasks and consistently meets deadlines.
• Proven ability to deliver against sales targets with high quality results and satisfied clients.
• Ability to juggle projects and clients simultaneously.

General

• Ensure all implementation is within costed constraints.
• Be a self-starter and be able to work with the minimum of supervision.
• Be able to work on one’s own and in a team environment.
• Have excellent problem-solving skills.
• Be numerate and able to gather and interpret statistical data and produce management reports as required.