IT Analyst

Join our vibrant, inclusive community in IT support functions to Amey internal staff and external partners. The IT Service Desk are responsible for providing 1st and 2nd line, providing technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes.

The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met.

Service Desk are the face of IT, and we rely on them to provide outstanding customer service in all aspects of their work.

Candidates Also Search: Remote Support jobs

What You Will Do

• Help build on our image as the friendly and approachable face of IT.
• Provide outstanding customer service
• Provide advice and assistance to our customers, partners, and suppliers
• Act as the primary point of contact for all incidents and requests
• Ensure detailed and accurate information is captured at the first point of contact.
• Provide initial troubleshooting and diagnostics capabilities
• Maintain our strong first-time fix rates.
• Ensure incidents/requests are assigned to the correct technical resolver groups.
• Prioritise and categorise incidents in line with our existing processes.
• Assist in the handling and management of Major Incidents and outages
• Identify incident trends.
• Contribute to our ethos of continuous service improvement
• Promote a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers

Candidates Also Search: Remote Jobs In United Kingdom

What You Will Bring

• Previous experience working in a busy IT Service Desk environment.
• Demonstrable experience of delivering outstanding customer service under pressure.
• Desire to learn about Operational Security and how to handle initial investigations and corrective actions.
• A basic understanding of PC hardware
• Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn.
• Experience of supporting a Windows 10 / 11 desktop environment.
• Experience of providing support in a Citrix thin client environment.
• Basic networking principle (TCP/IP, DNS, WINS, DHCP).
• A good working knowledge of the Microsoft Office Suite (2016, O365).
• A good understanding of Active Directory (On Prem and Azure).
• ITIL v4 Foundation level qualification would be desirable
• Vendor qualifications (Microsoft, CISCO, Citrix) would be desirable