ICT Support Analyst - 4 Month Contract - £15ph
A Support analyst is required to work as part of a technical service desk team and provide support for PC hardware, software, printers and network connections to a number of regional offices. With excellent customer facing skills and an enthusiastic approach, the candidate will possess a well balanced mix of practical aptitude, troubleshooting skills, and the ability to communicate effectively at all levels. A full driving licence and use of vehicle is essential as you will be required to travel to other sites throughout the Northwest, to provide support to 1500+ users in a thin client CITRIX environment.
Key Tasks and Responsibilities:
1. To assist in ensuring that all requests made to ICT for advice and support from whatever source (Phone, Email, voice mail, fax, automatic notification etc.) are logged, prioritised and progressed to resolution.
2. To maintain the progress of all support calls and liaise with ICT staff and 3rd parties to ensure the prompt resolution of those calls.
3. To progress chase (with internal or external support and maintenance parties for) calls that could potentially exceed agreed action times.
4. To ensure ICT calls are closed within the SLA and in agreement with the customer
5. To provide management reporting about support call resolution and general support performance.
6. To ensure that appropriate support documentation is maintained and that the ICT support knowledge base is appropriately populated and administered.
7. To keep accurate records of information e.g. ensuring that the Asset Register is kept up to date with ICT acquisitions, moves and disposals.
8. To assist with the creation and maintenance of ICT policies and procedures.
9. To carry out administrative duties regarding the operation of the ICT service desk.
10. To provide a customer focused service at all times.![]()
A Support analyst is required to work as part of a technical service desk team and provide support for PC hardware, software, printers and network connections to a number of regional offices. With excellent customer facing skills and an enthusiastic approach, the candidate will possess a well balanced mix of practical aptitude, troubleshooting skills, and the ability to communicate effectively at all levels. A full driving licence and use of vehicle is essential as you will be required to travel to other sites throughout the Northwest, to provide support to 1500+ users in a thin client CITRIX environment.
Key Tasks and Responsibilities:
1. To assist in ensuring that all requests made to ICT for advice and support from whatever source (Phone, Email, voice mail, fax, automatic notification etc.) are logged, prioritised and progressed to resolution.
2. To maintain the progress of all support calls and liaise with ICT staff and 3rd parties to ensure the prompt resolution of those calls.
3. To progress chase (with internal or external support and maintenance parties for) calls that could potentially exceed agreed action times.
4. To ensure ICT calls are closed within the SLA and in agreement with the customer
5. To provide management reporting about support call resolution and general support performance.
6. To ensure that appropriate support documentation is maintained and that the ICT support knowledge base is appropriately populated and administered.
7. To keep accurate records of information e.g. ensuring that the Asset Register is kept up to date with ICT acquisitions, moves and disposals.
8. To assist with the creation and maintenance of ICT policies and procedures.
9. To carry out administrative duties regarding the operation of the ICT service desk.
10. To provide a customer focused service at all times.