IT Support Analyst

IT Support Analyst contract vacancy in Birmingham City Centre £22 per hour (within scope of IR35)

Hays Technology are working with a large education establishment in Birmingham to recruit an IT Technician for a customer-focused project. The successful candidate will provide a first-line service to deploy, and commission laptops to our customers and understand requests for support as part of a busy helpdesk environment. You will also be responsible for updating and maintaining accurate asset records. You will be required to ask relevant questions to understand the issues, log them accurately on specific systems and categorise them to understand the urgency and impact. Strong technical, communication, problem solving, and presentation skills will be advantageous for this role, including meticulous attention to details and excellent customer skills.

Main activities and responsibilities:

• Carry out the routine collection of data/information and record as directed. Report and escalate unforeseen or exceptional events.
• Conduct tests, corrects malfunctions, and document results in accordance with agreed procedures.
• Report details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
• Provide assistance to users in a professional manner following agreed procedures for further help or escalation.
• Maintain accurate records of user requests, contact details and outcomes.
• Contribute to the development of installation procedures and standards.
• Investigate problems in systems and services.
• Assist with the implementation of agreed remedies and preventative measures.
• Receive and handle requests for support following agreed procedures.
• Respond to requests for support by providing information to enable incident resolution and promptly allocate unresolved calls as appropriate.
• Maintain records and advise relevant persons of actions taken.
• Provide assistance to users as appropriate and escalate accordingly and/or as required keeping records of each request, contact information, and action is taken, including feedback to the user.
• Following agreed procedures, receive and handle requests for loan devices, and provide routine advice to users on systems, products, and services which are available to them.
• Receive and handle requests for support, provide information to enable problem resolution and promptly allocate unresolved calls as appropriate.
• To comply with GDPR at all times when handling data.

In order to apply, you must have the following skills and experience:

• Previous experience in a IT Support analyst role.
• Experience working on a Service Desk
• Able to demonstrate excellent customer service skills both face to face and over the phone.

What you need to do now

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