Job Description
IT Support Analyst
Location: Cardiff (5 days a week)
Salary - £30,000
I am currently recruiting an IT support analyst for a market leading company based in Cardiff. This role will be to support the users on a Windows environment and provide support to the IT project teams in a variety of ways. You will share problem resolution and ideas for colleagues in your office with the support of a team of 4 Field Service agents in each of our other offices and contribute to a central knowledge base and best practice processes.
This role is ideally suited for an individual with Field Services or IT Service Desk experience, we will train and develop in the specific technologies required. An eye for best practice, organisation and a passion for IT and client customer service is more important than specific technical specialism although you will need to demonstrate your experience in providing IT technical support.
Day-to-Day life as the IT Support Analyst
Responsible for the IT Service Desk tickets (Incidents, Problems, Service requests)
Support for key business applications including email, telephone, web browsers, Microsoft OS and Hosted Desktop
Technical/hardware support for laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers, Video Conferencing facilities
Problem resolution, root cause analysis, and continuous improvements for long term solution
IT Asset Management for starters and leavers
User engagement to encourage best practice and effective use of all services and applications
Participating in projects as an SME, trial user or technical support
Liaising with suppliers for onsite support and strategic projects
Working with Field Services team to deliver larger projects
Travelling to our other office to provide support
Experience Required
Experience of working in a professional services environment
Great customer interfacing skills, professional and personable with a 'can do' attitude and client service mentality. This is very important as this is a 'stand-alone' role
Relevant technical experience in a distributed end-user environment, MS Windows, MS Office
Technical/hardware support for desktop PCs, laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers
Proven structured and analytical problem solving ability
Excellent communication skills - both written and verbal with a willingness to share information and learn from others are also essential.