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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for internal customers.
- Company: Join a dynamic team in a leading IT service environment.
- Benefits: Enjoy competitive pay, career development, and onsite parking.
- Why this job: Make a real difference by helping others with their tech challenges.
- Qualifications: Tech-savvy with a positive attitude and strong problem-solving skills.
- Other info: Flexible shifts and excellent growth opportunities await you!
The predicted salary is between 30000 - 42000 £ per year.
Overview
Reporting to the IT Service Delivery Manager, the IT Support Analyst will be part of the IT onsite services and support team. They will be a visible point of contact for our internal customers that use our services. They will ensure that all requests are properly logged, tracked, escalated, or directly dealt with in a prompt and professional manner. Utilising their technical expertise and excellent communication skills they will capture, document, and follow up on all queries across the IT estate from software, hardware, network, and business system requests. They will deliver exceptional levels of customer service and execute the strategy and plans laid out by the IT Service Delivery Manager. The IT Support Analyst will be meticulously organised and ensure all IT support documentation is well maintained, up to date, and accurate.
Key Responsibilities
- End to end case management for incidents and requests.
- Directly assess and troubleshoot customer queries with a view to directly resolving or facilitating a prompt resolution using third parties and colleagues where required.
- Incident and problem management.
- Deliver exceptional levels of customer service to internal customers.
- Monitor IT Service Desk compliance issues, taking remedial action or escalating as needed.
- Strict maintenance of all IT Support Analyst documentation, including upkeep of IT Support procedures, asset records, IP addressing records, and all other critical documentation.
- Ensure all incidents and requests are properly logged and categorised in alignment with group needs.
- On Call every 3rd week to cover out of hours emergency support.
Essential/Desirable criteria
- Experience working with PC, Server, and LAN / WAN technologies.
- Be technically astute and have an eagerness to learn and develop skills in an IT support role.
- Have a positive, can-do attitude and the ability to build relationships quickly across all levels of the organisation.
- Possess strong problem-solving skills as well as the ability to manage your time and conflicting priorities.
- A driving licence and access to a car are essential.
Shift Patterns
- Early shift covers 06:00 – 15:00
- Day shift 08:00 – 17.00
- Late shift 09:00 – 18:00
On call payments
Excellent Career Development Opportunities
Company Pension
Onsite Parking
Job Type: Full-time
- Company pension
- On-site parking
Ability to commute/relocate:
- Glasgow: reliably commute or plan to relocate before starting work (required)
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ICT Support Analyst employer: Russell Logistics
Contact Detail:
Russell Logistics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Support Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups, or join online forums. The more connections we make, the better our chances of landing that ICT Support Analyst role.
✨Tip Number 2
Practice your interview skills! We should prepare for common questions and even do mock interviews with friends. This will help us feel more confident and articulate when discussing our technical expertise and customer service skills.
✨Tip Number 3
Show off our problem-solving skills! During interviews, we can share specific examples of how we've tackled IT issues in the past. This will demonstrate our ability to manage incidents and provide exceptional customer service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our approach based on the job description, highlighting our relevant experience and eagerness to learn.
We think you need these skills to ace ICT Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the ICT Support Analyst role. Highlight your technical expertise and any customer service experience, as these are key for us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how your background makes you a great fit. Don’t forget to mention your problem-solving skills and eagerness to learn.
Showcase Your Communication Skills: Since this role involves a lot of interaction with internal customers, make sure your application demonstrates your excellent communication skills. Use clear and concise language to show us you can convey information effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Russell Logistics
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of PC, Server, and LAN/WAN technologies. Be ready to discuss specific examples of how you've tackled technical issues in the past. This will show that you're not just familiar with the tech but can also apply your knowledge effectively.
✨Show Off Your Customer Service Skills
Since this role is all about delivering exceptional customer service, prepare to share stories where you've gone above and beyond for a customer. Highlight your communication skills and how you handle difficult situations with a positive attitude.
✨Be Organised and Detail-Oriented
The job requires meticulous organisation, so come prepared to discuss how you keep track of tasks and documentation. You might even want to bring examples of how you've maintained records or managed incidents in previous roles.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about common IT issues and how you would approach them. Practising these scenarios can help you articulate your thought process clearly during the interview.
