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- Tasks: Provide top-notch IT support, resolving issues for users via email, phone, or web.
- Company: Join a dynamic team dedicated to delivering exceptional IT services across the borough.
- Benefits: Enjoy flexible working options, hands-on experience, and opportunities for growth.
- Why this job: Be part of a supportive culture that values your input and fosters innovation.
- Qualifications: No prior experience needed; just a passion for tech and problem-solving skills.
- Other info: Work in a collaborative environment with opportunities for training and development.
The predicted salary is between 30000 - 42000 £ per year.
To provide Technical IT support to users of ICS services from first point of contact to incident resolution. To identify, diagnose, resolve, and document technical IT problems and incidents. Delivery of an effective and appropriate service to all service users, fairly and without discrimination.
Main Duties and Responsibilities
- To take responsibility for, document, and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form, or telephone.
- To perform effective incident resolution relating to the authority's software and hardware, including computers, laptops, telephones, mobile devices, and peripherals at local and remote locations.
- Undertake technical problem management and root cause analysis.
- Configure and implement new computer systems as part of a desktop refresh, project, or new requirement. This includes implementing systems in offsite or remote environments, e.g., broadband installations across the borough.
- To assume complete ownership of incoming incidents and service request tasks, including those involving third-party input.
- Prioritize, manage, and monitor the progress from inception to resolution, keeping customers informed.
- Resolve incidents and service requests within agreed SLA timescales, working with the Service Desk Manager and customers on breached calls.
- Log, report, and escalate IT Data and Cyber Security issues.
- Participate in the Service Desk team, working on a rotational basis for technical frontline telephone support, onsite jobs, and remote support within operational hours.
- Contribute to accurate recording of ICS asset data by completing documentation and managing the ICS storeroom.
- Utilize Service Management software to record incidents, problems, and service requests, maintain asset information, and submit knowledgebase documentation.
- Monitor system performance and manage automated and operational requests, booking and dispatching outputs as required.
IT Support Analyst employer: Job Switch
Contact Detail:
Job Switch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst
✨Tip Number 1
Familiarise yourself with common IT support tools and software, such as ticketing systems and remote desktop applications. Being able to demonstrate your proficiency in these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your problem-solving skills by practising common IT scenarios. You might be asked to troubleshoot a specific issue during the interview, so being prepared with examples of how you've resolved similar problems in the past will be beneficial.
✨Tip Number 3
Showcase your communication skills by preparing to explain technical concepts in simple terms. As an IT Support Analyst, you'll need to interact with users who may not have a technical background, so demonstrating your ability to communicate effectively is key.
✨Tip Number 4
Research the company culture and values of StudySmarter. Understanding our mission and how we operate will help you align your answers during the interview, showing that you're not just a fit for the role but also for our team.
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an IT Support Analyst. Familiarise yourself with the technical skills required, such as troubleshooting hardware and software issues, and be prepared to demonstrate your knowledge in these areas.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise your technical support experience, problem-solving abilities, and any familiarity with service management software.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for IT support and your commitment to providing excellent service. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to the team.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Job Switch
✨Show Your Technical Skills
Be prepared to discuss your technical knowledge and experience with various IT systems, software, and hardware. Highlight any specific tools or technologies mentioned in the job description, as this will demonstrate your suitability for the role.
✨Demonstrate Problem-Solving Abilities
Expect to be asked about how you would handle specific technical issues. Prepare examples of past incidents you've resolved, focusing on your thought process and the steps you took to diagnose and fix the problem.
✨Emphasise Communication Skills
As an IT Support Analyst, you'll need to communicate effectively with users who may not be tech-savvy. Practice explaining complex concepts in simple terms and be ready to showcase your customer service skills during the interview.
✨Understand the Company’s Values
Research the company’s mission and values, especially their commitment to fair and non-discriminatory service. Be prepared to discuss how you align with these values and how you would contribute to a positive user experience.
