IT Support Analyst
Posted on Aug 8, 2019 by CV-Library
Do you have ITIL training or exposure?
Can you demonstrate customer-focused approach?
We are looking for an IT Support Analyst to join our client based in Edinburgh to service and support a range of hardware and systems within the group.
The successful candidate will be responsible for managing multiple concurrent tasks with varying technologies.
The role will include knowledge management, mentoring, ensuring we continue to comply with ISO standards and ensuring all incidents, problems and requests are captured and logged acutely.
Support will be given to products, services and system via on premise, cloud or co-located/managed platforms. The role integrates closely with group operations functions focusing on high-quality systems management, operation performance and sustainability.
The role will involve:
Providing technical services and support actives for the group and external customers
Visiting offices located in the United Kingdom and provide physical office support
Supporting the Operations Team in ensuring the smooth functioning of applications and systems
Providing operational support responding to user calls, diagnosing and deciding on the most appropriate solutions, to liaise with the system suppliers or other group colleagues and departments to ensure a speedy resolution of any service issue
To ensure group applications and systems are functioning correctly, by feeding support issues and improvement opportunities to the DevOps and Operations functions
Working with other Systems Administrators in maintaining applications and related systems in accordance with agreed priorities and standards
Ensuring all service and support documentation is kept up t date and to agreed standards
Investigating user requirements for application and infrastructure changes, design and implements appropriate solutions
Supporting the groups IT development process in the provision of new and improved products and services via support to the DevOps function
Contributing to major systems projects providing input into services and support needs
Keeping up to date with changes and advances in the IT industry and systems development arenas Qualifications:
You will have proven varied experience in a service and support role, with a strong background of providing technical customer support in a similar field. You should have effective ticket management skills and be willing to actively contribute to on-going services and support applications and services. You should also;
Be MCP certified or equivalent
Have ITIL v3 training for exposure
A degree in a related field would be desirable, however not essential
Have excellent communication skills, and be able to explain technical concepts to a range of audiences
A driver's licence is desirable, however not essential
Ability to plan, allocate and manage operations and support work
Be able to identify, isolate and resolve complex problems
Set up alerts to get notified of new vacancies.
£25k - £25.5k Annual
£22k - £25.5k Annual
£0 - £40k Annual
£25k - £25.5k Annual