IT Support Analyst

England, Greater Manchester, Rochdale
£16175 - £20491 per annum
18 Oct 2016
01 Nov 2016
Recruitment Genius Ltd
Contract Type
Full Time
This market leader in developing and serving unique solutions to clients throughout the UK is looking to recruit an IT Support Analyst.

The primary responsibility of the 1st Line Support Analyst is to provide remote support to customers on, but not limited to, desktop/laptop computers, Microsoft Windows based operating systems, Microsoft Office based applications, printers, phones, ADSL faults, software issues or installs.

Main Duties and Responsibilities:

- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
- Ensure adherence to escalation procedures
- Provide phone and e-mail remote technical support on customers systems.
- Configure and deploy desktop environments in accordance with the agreed standard configuration to authorised users.
- Install or remove hardware and/or software using supplied installation instructions and tools.
- Conducts tests of the hardware and/or software affected using supplier test procedures and diagnostic tools.
- Correct malfunctions. Document results in accordance with agreed procedures
- Maintain ICT hardware and printers in accordance to manufacturers' specifications and in accordance with agreed standards and procedures.
- Ensure records are updated following any action taken for visibility and continuity purposes
- Provide an effective interface between their customers and service providers when faults are issued to third party suppliers.
- Handle all support calls efficiently and professionally.
- Provide out of hours support as required in support of customer business needs.
- Build strong relationships with a wide range of stakeholders.
- Build strong working relationships with all internal staff to ensure a sound knowledge base of the Company's workings and product base.

Skills & Qualifications

- Educated to GCSE level (or equivalent) with Grade C or above in Maths and English.
- European Computer Driving Licence (ECDL) Level 1 or similar would also be an advantage.
- Desirable to have knowledge of Windows Active Directory Administration, Local Area Networking/Wireless Networking, Building, repairing and upgrading computers, SQL Databases and Apple OSX.
- Installing and configuring Microsoft Windows 7 and 8.1.
- Using Microsoft Office 2010/2013/365.
- Knowledge of computer hardware.
- Excellent interpersonal skills.
- Confident and professional telephone manner.
- Logical approach to problem solving.
- Excellent troubleshooting and resolution management skills.
- Professional, patient and diligent approach with excellent relationship building skills.
- Ability to prioritise a demanding workload and work within a busy environment.
- Desire to provide service excellence, and to exceed customer expectations.

Package - 20 days holiday, pension, training provided, annual pay review, staff development programme, free staff parking, close to public transport links

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