Job Purpose
This is a key position supporting all CBES colleagues, to ensure stabilisation of our existing IT systems and help support the standardisation and enhancement of all associated processes.
The IT Support Analyst will interact directly with end users, handling incidents and service requests from initial receipt to final resolution. They must also ensure service level targets are met and customer satisfaction is maintained. The role requires the ability to handle a high-volume workload, so strong organisational skills are essential.
This position involves working with Microsoft Windows operating systems, applications, and M365 solutions, offering exposure to a wide range of technologies and incident requests. It provides opportunities for both hands-on experience and professional growth
Key Accountabilities
Service Delivery
Initial point of contact for CBES Change/IT Team, providing a level of business-as-usual support including, however not restricted to:
* Support and triage calls & emails from colleagues
* Assist with hardware support
* Ensure onboarding of CBES colleagues and hardware
* Work in partnership with Group IT
* Liaising with customers, third party support providers and suppliers.
* Creating and updating technical, process documentation
* End user guidance and education.
Essential
Knowledge, Skills and Abilities
* Strong work ethic. Willingness to learn and develop within the role.
* Ability to multi-task and define priorities.
* Excellent written and verbal communication skills and be able to interact professionally with customers, suppliers, and colleagues at all levels.
* Experience supporting Microsoft Windows operating systems & Office 365 Technologies.
* Ability to triage and escalate complex issues to correct support specialists.
Desirable
* Previous IT ServiceDesk/Support experience.
* Ability to Identify & resolve common software and hardware problems.
* Formal IT education and certifications would be advantageous.
* Creating and updating technical, process documentation