IT Support Analyst

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Main responsibilities:

* First point of contact for requests for all stakeholders. The role involves recording and ranking these in line with team procedures.

* Researches and delivers relevant information to help resolve and assign calls effectively.

* Acts as an interpreter of (sometimes) difficult technical information between users and service providers.

* Communicate with customers throughout the duration of their query, guaranteeing they are informed of the status of their call through to conclusion.

* Provide both useful help and relevant information to help resolve user requests.

Within own area of competence and working closely with more senior colleagues, provides correct responses to requests for application support by means of for example:

* making alterations to system parameters, developing work-arounds or site-specific enhancements, re-configuring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.

* Ensures all work is carried out and documented in line with required standards, methods and procedures.

* Maintaining and reviewing records such as knowledge base, desk instructions, service request templates and procedures.

* Stakeholder Engagement - highlighting any issues and communicating these from the business to relevant IT areas.

Essential Skills

1. Demonstrable knowledge and experience of working within the ITIL Framework and a service desk environment.

2. Good analysis and investigation skills;

3. Good written and verbal communication skills, including the ability to explain complex issues in plain English.

4. Good interpersonal and team working skills in a customer service type environment.

If you would like to apply for this role, please contact Claire Dorrance or Felicity McKinnon on 01315249090 or email at [email protected] or [email protected].

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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