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Throughout Merseyside
09-Jul-2012
Salary negotiable on experience and qualification
Permanent
Reference: 1212ks
IT Support Analyst
An IT Support Analyst is sought by my client to be responsible for logging and resolving all requests for IT support, checking all regular jobs and to address any failures, improving customer service by increasing communication with end users, proactively checking that IT have completed the request to the end users satisfaction.
They will act as 1st & 2nd line technical support for all desktop users based on Windows XP desktop, technical support for Windows 2000, 2003 & 2008 servers and services provided from them. They will also assist the other IT members by performing any support task they feel can be delegated with appropriate support and on the job training and will also assist in the rollout of new IT services and systems.
Duties will include:
Helpdesk & Communication
Log all emails and telephone calls into the helpdesk to ensure all requirements are captured.
Escalate any issues unactioned within defined timescales to the IT Manager.
Create reports on issue duration (logged to fixed times).
Keep customers informed of progress of their issues by regularly updates during the duration of the support call
Be the primary point of contact during major incidents by implementing the major incidents communication plan thus ensuring that users know what is going on and the IT team can concentrate on fixing the issues.
Collect user feedback to ensure issues are resolved to users to satisfaction.
Support
Resolve calls as required.
Keep the IT Help Desk updated with of progress of support calls.
Participate in the IT support rota; including out-of-hours support and office visit rotations.
Escalate complex issues to the IT manager or external support organisations are required.
Services
Windows 2003/2008 Server Administration.
Windows 2003/2008 Active Directory Administration.
Exchange 2007 Server Administration (Including Blackberry and mobile working).
Application configuration and maintenance.
User creation and management (Security, profiles).
Documentation
Maintain documentation for all IT services namely:-
o Password Lists, Service Catalogue, Backup schedules, Network Diagram, Contact Lists.
Thank you for your application
Your application has been sent to the recruiter, and you should receive a confirmation
email shortly.
The recruiter will now be dealing with your application directly.
If you do not hear from them, then it is possible that your application has been
unsuccessful.
Good luck!
Download the application form
Thank you for your application
Your application has been sent to the recruiter, and you should receive a confirmation
email shortly.
The recruiter will now be dealing with your application directly.
If you do not hear from them, then it is possible that your application has been
unsuccessful.
Good luck!
Application for Support Analyst
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