IT Service and Support Analyst Perm / full time Onsite - offices are Yorkshire £24k-£28k plus on call allowance and benefits UK based This is varied IT role across project, IT service and support that would suit someone proactive, hardworking and keen to solve problems. Key Accountabilities Being part of the support team, being a face for customers to interact with relating to any IT incidents or requests. Working to agreed service-level metrics - average response time, first-contact resolution rate, meant time to repair and customer satisfaction. Strive for continuous improvement of the incident management process, along with integrating with other IT operations management processes. Build and maintain strong working relationships with members of the IT team. Advance the use of and share you own knowledge to all levels of IT. Leverage service desk best practices and process frameworks. Respond to incidents both in and out of hours. Get involved with projects and rollouts whilst supporting the IT service desk. Key Skills Passionate about for IT with a focus on quality customer service Ideally a year minimum within an IT support role (or similar) Experience troubleshooting conventional software and hardware platforms. Knowledge of IT service desk tools and best practices. Analytical thinking to apply to problem solving. Excellent communication skills. Good teamwork ethic and ability to own work independently. Keen to learn and develop within an IT function. Good attention to detail, ability to work with accuracy to deliver to timelines. Ability to work in a fast-paced environment. Full driving license and ability to drive to site.