It Support Analyst

 

Main characteristics

Location

Knutsford, Cheshire

Company

Manchester Staff Ltd

Salary

£24000 - £27000/annum Pension / 24 days hol + bank hols

Employment type

Permanent

Category

IT

Job summary

IT Service Desk Analyst Knutsford - £24k to £27k
Pension
24 days holiday + bank hols
Manchester Staff is pleased to have an opportunity for a Service Desk Analyst to join our clients business in Cheshire. The company is a leader in their sector and are known worldwide. This is an exciting time within the group with multiple new projects globally. Our client is looking for someone to join their Service Desk, which supports the group services.
The Opportunity
The objective of the role is to be first point of contact for internal customers, troubleshoot, diagnose, and resolve problems and/or escalate to the 2nd line support team to investigate and resolve. On a daily basis, the successful candidate will maintain ownership of faults and provide timely updates to customers, making sure faults are given the correct level of priority and meeting SLAs.
The ideal candidate will have a good technical foundation in a first and/or second line service desk role and also excellent customer service skills. There is plenty of scope for the right candidate to develop further within the broader company.
Day to Day
* Be a single point of contact for IT issues and queries.
* Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact.
* Give a quick response and analysis of new technical issues, escalating promptly if required.
* Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed.
* Answer incoming calls and record details of the fault.
* Follow procedures, maintain documentation and standards, and collate and submit asset information as required.
* Present a positive and helpful attitude to customers.
* Provide statistics for the weekly Service Desk report on call trends as required.
* Arrange Third Party support where problems cannot be resolved in house.
* Be prepared to work out of hours if required.
* Support the Information Security Manager.
* Analysing and investigating security and phishing alerts.
* Assist with the Cyber Training & Awareness Programme.
* Assist with security incidents.
* Create modify and review reports and dashboards from security reporting tools.
* Assist with the rollout of new technologies.
General Skillsets
* Excellent communication skills and a good telephone manner.
* Excellent Customer service skills.
* Be very timely and organised.
* Understanding of Change Management process.
* Ability to manage own workload.
Experience
* Any IT or service management qualifications would be advantageous.
* Reasonable understanding of server and networking technology.
* Good experience of Microsoft Office and Exchange.
* Understanding of ITIL methodology.
* Experience in 3rd party contract liaison.
* Must be able to demonstrate the ability to work well as part of a team and individually.
* Self-motivated with a desire to provide excellent customer service and support.
* Experience of Cyber Essentials, Vulnerability Management, Rapid 7.
Please send your CV for immediate consideration either by clicking apply now or sending directly. This is an immediate requirement with interviews taking place over the next week.
UK Staffing Group operates as an employment agency and employment business. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we are happy to accept applications from persons of any age for this role. By applying for this role, you accept our Terms and Privacy Policy which can both be found on our website. We take the security of personal data very seriously and by applying for this role you consent that we may hold your personal data on our database (CRM) for the purpose of finding jobs that could match your skill set. If we become aware of any other opportunities that could be of interest to you, we may let you know by either phone, email, or SMS.
About UK Staffing:
UK Staffing Group are a specialist recruitment business focused on delivering highly experienced and reputable permanent staff to local businesses.
We can offer:
Free support and advice to help you with your job search.
Full interview support including a pre-interview call with a specialist consultant and coaching on interview tips and techniques.
After placement support

Benefits: Pension / 24 days hol + bank hols