Our client, a public sector body is looking for an IT Support Analyst to join on an initial 6 month contract bases. 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.
1. Manage IT incidents and Service Requests through to resolution within agreed target timeframes.
2. 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.
3. Capture and update call information to a high standard within the IT Service Management tool.
4. Uphold excellent customer service skills with enthusiasm and energy.
5. Create, maintain, revi...