IT Support Analyst

IT Support Analyst

£31k per annum

Bolton/On-site working

An IT Support Analyst is required for our client who are based in Bolton. The successful candidate will provide front line IT support to their business users around in the UK and abroad. You will be troubleshooting technical problems whether in person, telephone or ticketing system in an accurate manner, where possible presenting a first-time fix to minimise client downtime.

Responsibilities:

• Ensure that high priority incidents are logged correctly, contain all relevant information
• Perform 1st/2nd line diagnostics and resolve when appropriate, record, track and document the Service Desk problem-solving process
• Perform troubleshooting steps for each ticket, documenting all steps taken to provide a high first contact fix rate as per knowledge articles
• Build and configure end user devices such as desktops, laptops, mobile devices
• Administer telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response and video conferencing systems
• Participate in the Asset management processes, ensuring IT equipment is asset tagged and tracked through the device life cycle
• Install, configure, and maintain end user hardware, software, and peripherals

Skills and Experience required:

• Previous experience working in a 1st and/or 2nd line IT Support role
• Working knowledge and experience of using an IT ticketing system
• Experience of working in a demanding customer-service focused role
• Knowledge of PC hardware, software, and their components in a business environment
• Knowledge of Office365 including, but not limited to Teams, SharePoint, Outlook
• Proven working knowledge of operating systems (Windows primarily) and ISO standards
• Team player with a strong attention to detail

Desirable:

• Experience of testing hardware and providing feedback on device usability
• Experience installing meeting room equipment
• CompTIA A+ certification
• ITIL R3/v4 Foundation and/or experience of working in an ITIL, Incident, Problem and Change Management environment desirable.