Overview

We are currently seeking an experienced IT Support Analyst to join our End User Services (EUS) team located in Grimsby.

 

In this role, you will report to an IT Support Team Lead and play a crucial part in bridging the gap between colleagues and the IT department. Your main focus will be on resolving IT incidents and service requests, ensuring exceptional customer service delivery, and contributing to the achievement of business objectives.

 

Please note: This position requires full-time presence (5 days per week) at our Grimsby office.

 

What will you be doing?

 

As an IT Support Analyst this team, your responsibilities will be as follows:

 

  • Receiving and managing service requests in accordance with established procedures.
  • Assessing the impact of incidents and communicating with customers.
  • Swiftly allocating calls to the appropriate channels.
  • Logging incidents and service requests, maintaining accurate records.
  • Identifying and classifying incident types and service interruptions.
  • Recording incidents, categorising them by symptom and resolution.
  • Following guidance to record and track reliability data for services.
  • Identifying and diagnosing incidents and problems.
  • Handling escalations promptly and diligently.
  • Working towards becoming a Subject Matter Expert (SME).
  • Developing and maintaining excellent relationships with end users.
  • Categorising and recording reported queries, providing solutions.
  • Supporting personnel with in-depth knowledge of the product or service.
  • Supporting problem identification.
  • Advising end users on the appropriate course of action.
  • Monitoring issues from initiation to resolution.
  • Escalating unresolved problems to a higher level of support if needed.
  • Providing essential online security advice and support.
  • Supporting first-line resolution as appropriate.
  • Providing hands-on support at locations when necessary.
  • Building and configuring End User hardware as required.
  • Creating and contributing to knowledge articles.
  • Adhering to and maintaining all relevant targets.
  • Adhering to all policies and control standards.

 

What are we looking for?

 

This role is ideal for candidates with the following skills and experiences:

 

  • Previous experience working in an IT Service Desk or end-user support team roles.
  • Comprehensive understanding of Microsoft products.
  • Competent in back-end administration of Microsoft products such as Active Directory and Azure.
  • Proficiency with Microsoft Office suite, including Word, Excel, and PowerPoint.
  • Experience in documenting processes, procedures, and knowledge articles.
  • Ability to build and configure End User hardware when necessary.
  • Provide onsite support when required, adhering to established processes.
  • Possess relevant industry experience and knowledge, or be educated to A level or equivalent standard.
  • Possession of an ITIL qualification to foundation level or demonstrable ITIL knowledge and experience (desirable).

 

In addition to the core skills/experience above, the following competencies are essential for success in this position:

 

  • Exceptional communication and customer service skills.
  • Outstanding attention to detail.
  • Adaptability during times of change.
  • Strong time management and planning abilities.
  • Capacity to prioritize workload effectively to meet targets and objectives.
  • Excellent proficiency in written and spoken English.
  • Diligent and hard-working with a positive 'can-do' attitude.
  • Problem-solving skills.
  • Self-starter capable of managing time efficiently to accomplish tasks.
  • Excellent organisational skills and time management.
  • Eagerness to train and learn new technologies.
  • Ability to thrive in a fast-paced environment and adapt to change.

 

Please note:

 

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Salary: Competitive plus bonus
Location: Grimsby

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