IT Support Analyst. Coventry

IT Support Analyst 

Supervisor:Service Desk Team Lead

Direct Reports

None

Summary:

Provide day to day Level 1 & 2 Service Desk support. Utilise technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed.Focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with level 3 Support Analysts, as well as other MIS team members as opportunities arise.

Responsibilities

§Learn and implement approved MIS policies, processes and procedures

§Monitor the Service Management queues followingthe Service Desk checklist

§Provide initial response support to the sites in the UK

§Log all incidents and service requests in the Service Management system

§Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system

§Resolve incidents and fulfil requests upon initial response where possible

§Triage all support requests coming to MIS UK via the service desk phone, e-mail, and self service portal

§Escalate incidents and requests following the escalation and notifications procedure

§Collaborate with team members that may be located in another regional office

§Use Knowledge base to investigate, diagnose and resolve incidents remotely

§Request and/or create knowledge articles in the knowledge base

§Meet Service Level Agreements and Continuous Improvement objectives

§Share knowledge openly and collaboratively

§Other tasks assigned by supervisor

Requirements

§University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience

§Microsoft technical certification in desktop administration or similar

§Substantial Service Desk support experience

§Strong customer service skills

§Good knowledge of ITIL v3

§Logical approach to problem solving

§Self motivated Team player

§Patience and ability to remain calm under pressure

§Experience in the day to day support of:

·Printer Support

·Desktop Applications

·Desktop Administration

·Windows Support

·PC network and internet connectivity

·Windows Operating Systems

·Remote Access Tools

·Active Directory

·Microsoft Exchange Administration

·SharePoint

·VIP Support

·Systematic problem solving skills

·Strong oral and written communication skills

Key Performance Metrics

·Demonstrated achievement of performance objectives agreed by supervisor

Rate. £120 per day plus fuel costs.