IT Support Analyst

Our client, a public sector body is looking for an IT Support Analyst to join on an initial 6 month contract bases. This role will be onsite 5 days per week in Southampton Monday-Friday, business hours.

The IT Support Analyst works within the IT Service Desk function providing IT Support for all departments within our client, to assist with and resolve IT faults and incidents as quickly as possible.

The IT Support Analyst will provision IT requests, guidance and advice to colleagues and customers with regards any questions raised (within expected targets) and partake in technical support across activity across multiple diverse systems, devices and processes in order to retain optimum service and viability of systems to all colleagues. You will be the first point of contact for receiving telephone calls, managing live chats and facilitating customer walk-ups or bookings to the team.

Key Responsibilities

The main areas of responsibility for IT Support Analysts comprise the below, although training will be provided to in specific technical areas.

• Manage IT incidents and Service Requests through to resolution within agreed target timeframes.
• Provide first line response and resolution to internal and external customer incidents and queries (by phone, email, chat, in person and more) for all IT systems and devices.
• Capture and update call information to a high standard within the IT Service Management tool.
• Uphold excellent customer service skills with enthusiasm and energy.
• Create, maintain, review and share knowledge documentation.
• Remain technically adept with IT platforms, equipment, and the many vital IT applications used.
• Contribute to and partake in high priority incident management activities.
• Configuration, packaging, and distribution of IT equipment to customers.
• Capture frequent and quality data updates to key system information (including systems and devices).
• Support the delivery of continuous improvement and innovation for the IT Support Team.
• Support the management of the IT Support Team with other queries as required.

Essential Minimum Criteria

• Experience in an IT Support environment (comfortable using phones and IT systems).
• Ability to remain calm under pressure, be empathetic and confident in understanding when to escalate work, with strong resilience skills.
• Experience with IT including Microsoft packages Word and Excel.
• Understanding of Information Technology Infrastructure Library (ITIL) Principles, terminology and processes.