Support Analyst

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CarmichaelUK are recruiting for an IT Support Analyst on behalf of a Tier 1 contractor.

Summary of Role

The Support Analyst (Level 2) role is to provide a single point of contact for end users so that they can accomplish business tasks. This includes logging, prioritising, documenting and actively resolving end user requests, and incidents with SLA. Problem resolution will involve the use of diagnostic and Service Management tools, as well as require that the individual give in-person, hands-on help at the desktop level. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.


Tasks & Responsibilities

  • Log, monitor and resolve incident and service requests that occur from electronic or “in person” communication inside Service Level Agreement (SLA) time frames.
  • Under tutelage, perform analysis, diagnosis, and resolution of basic ICT problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Install, configure, test, maintain, monitor and troubleshoot end-user company issued devices, related hardware and software to deliver company continuity of service.
  • Accurately document instances of ICT equipment or component failure, repair, installation, and removal.
  • Escalate problems (when required) to the correct escalation path.
  • If necessary, liaise with third-party support and ICT equipment vendors.
  • Be in place at designated times to ensure coverage of service desk activities
  • Develop help sheets and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.
  • Perform hands-on fixes, including installing and upgrading software, installing hardware and configuring systems and applications.
  • To continually develop and apply diagnostic utilities to aid in troubleshooting.
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • To learn about and alert Service Management Team to emerging trends in incidents
  • Test fixes to ensure problem has been adequately resolved.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Ensure courteous, timely and effective resolution of end user issues.
  • Adheres to the Departments Service Management Processes to ensure consistent support and delivery of IT Services.
  • Conduct research on Information Communication Technology (ICT) products in support of procurement and development efforts. Evaluate and recommend products for purchase, as requested
  • Perform post-resolution follow ups to help requests.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Ensures that the resolution of Incidents, Problems and Service Requests remain on target and acts as required to rectify problems
  • Alert Service Management Team to emerging trends in incidents.
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • Assist in software releases and roll-outs, including communication to the end users.
  • Assist in developing long-term strategies and capacity planning for meeting future ICT hardware needs.