Organisation:
KHR – Recruitment Specialists
Job Title:
IT Support Analyst
Job Type:
Permanent
Hours:
Full Time
Salary:
Custom Amount
Salary Details:
£20000 – £25000 per annum
Job Town:
Sevenoaks
Date Posted:
October 16, 2015 at 15:12
Closing Date:
November 16, 2015
Job Description:
KHR are working with a leading Insurance company who are looking to recruit an experienced IT Support Analyst to provide 1st line technical support as part of the Helpdesk Team to all users, located in Sevenoaks, Leeds, London and at remote sites.
Key Responsibilities
*Provide point of contact for incidents and service requests as reported from users, system monitoring and alerts
*Log, verify and update as necessary user profiles for incidents and service requests using the current IT Service Management Tool
*Provide initial assessment of categorisation and prioritisation for reported incidents and service requests
*Ensure incidents and service requests are properly escalated and assigned to appropriate individual/support groups
*Perform hierarchical escalation to IT teams
*Perform functional escalations as required to support teams
*Communicate regularly with senior managers, customers and users with accurate and timely updates concerning problems and issues
*Compile data through incident entry that will be used for management information and reporting
*Maintain ownership of the incidents through to resolution
*Resolve incidents and provide workarounds
*Provide resolutions within a timely manner and inform Line Manager regarding potential breaches of the SLA’s
*Execute Change Requests in line with internal procedures (Desk Moves, New Starters)
*Provide on-site assistance during the installations or upgrades of hardware, software, and core applications at designated locations
*Perform proactive support services, which may result in early detection of incidents
*Work closely with the wider team on infrastructure projects providing assistance and support as required
*Comply with ISO 27001 procedure and processes
*Travel to other offices as required
Technical Skills
*Thorough knowledge of Microsoft Office and Microsoft desktop operating systems
*Case Management and workflow system support
*Basic knowledge of networking
*Knowledge of Avaya IP telephony desirable
*Knowledge of iPhone configuration and support desirable
Personal Qualities
*Possesses the technical skills, knowledge and experience appropriate to the environment and to support the business and is capable of further developing knowledge as the business requires
*1-2 Years experience in a similar customer and user service oriented role
*Able to communicate effectively both verbally and in writing to all levels of customer, users and third-party support companies
*Excellent administration, effective time management and scheduling skills
*Develops positive relationships with internal and external customers, handling customers effectively, to ensure fewer customer complaints
*Good analytical and problem solving skills
*Takes initiative to make things happen and takes personal responsibility for actions and decisions
*Presents facts and ideas in a confident, concise and persuasive manner
*Maintains performance in the face of tight deadlines, high workloads and demanding customers
*Works hard to reach or exceed personal targets and departmental goals
*Capable of producing high quality work in a flexible, fast paced environment
*Demonstrates a ‘can do’ attitude and works hard to reach or exceed personal targets and departmental goals
*Puts forward suggestions and ideas to improve ways of doing things and helps to develop and implement new ideas and approaches for the team
*Participates as a full team member taking on different roles and tasks within the team when required
*Builds rapport with colleagues
*Is aware of personal development needs and raises issues with manager to help improve effectiveness. Takes on board comments about development needs and is always willing to learn
KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR – Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market trends…
Job Category:
IT & Telecoms
Employer Type:
This position is being advertised by a recruitment agency.
Job Reference
DW/ITS_1445008366
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