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- Tasks: Provide Level 1 & 2 IT support and resolve user incidents remotely.
- Company: Join a dynamic team in a supportive tech environment.
- Benefits: Competitive daily rate, fuel costs covered, and opportunities for growth.
- Other info: Collaborative culture with chances to learn from experienced analysts.
- Why this job: Kickstart your IT career while helping others solve tech issues.
- Qualifications: Degree in IT or relevant experience, strong customer service skills required.
The predicted salary is between 30000 - 40000 £ per year.
Summary: Provide day to day Level 1 & 2 Service Desk support. Utilise technical experience and customer service skills to assist end users resolve incidents and fulfil requests remotely, and escalate as needed. Focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with level 3 Support Analysts, as well as other MIS team members as opportunities arise.
Responsibilities:
- Learn and implement approved MIS policies, processes and procedures
- Monitor the Service Management queues following the Service Desk checklist
- Provide initial response support to the sites in the UK
- Log all incidents and service requests in the Service Management system
- Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
- Resolve incidents and fulfil requests upon initial response where possible
- Triage all support requests coming to MIS UK via the service desk phone, e-mail, and self-service portal
- Escalate incidents and requests following the escalation and notifications procedure
- Collaborate with team members that may be located in another regional office
- Use Knowledge base to investigate, diagnose and resolve incidents remotely
- Request and/or create knowledge articles in the knowledge base
- Meet Service Level Agreements and Continuous Improvement objectives
- Share knowledge openly and collaboratively
- Other tasks assigned by supervisor
Requirements:
- University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience
- Microsoft technical certification in desktop administration or similar
- Substantial Service Desk support experience
- Strong customer service skills
- Good knowledge of ITIL v3
- Logical approach to problem solving
- Self-motivated Team player
- Patience and ability to remain calm under pressure
- Experience in the day to day support of:
- Printer Support
- Desktop Applications
- Desktop Administration
- Windows Support
- PC network and internet connectivity
- Windows Operating Systems
- Remote Access Tools
- Active Directory
- Microsoft Exchange Administration
- SharePoint
- VIP Support
- Systematic problem solving skills
- Strong oral and written communication skills
Key Performance Metrics: Demonstrated achievement of performance objectives agreed by supervisor. Rate: £120 per day plus fuel costs.
IT Support Analyst. Coventry employer: Situations Vacant
Contact Detail:
Situations Vacant Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst. Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that IT Support Analyst role.
✨Tip Number 2
Prepare for those interviews by practising common IT support scenarios. We recommend role-playing with a friend or even in front of the mirror. Show them you can handle incidents and requests like a champ!
✨Tip Number 3
Don’t forget to showcase your customer service skills! During interviews, share examples of how you’ve resolved issues and helped users. We want to see that you can keep calm under pressure and provide top-notch support.
✨Tip Number 4
Apply through our website! It’s super easy and ensures your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Support Analyst. Coventry
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Analyst role. Highlight your relevant experience, especially in Service Desk support and customer service skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills: Don’t forget to showcase your technical skills in your application. Mention any relevant certifications, like Microsoft technical certification, and your experience with tools like Active Directory and Windows Operating Systems. We’re keen to see what you bring to the table!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Situations Vacant
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around desktop applications, Windows support, and Active Directory. Be ready to discuss specific tools and technologies you've used in past roles, as this will show your expertise and confidence.
✨Customer Service is Key
Since the role focuses heavily on customer service, prepare examples of how you've successfully resolved user issues in the past. Think about times when you went above and beyond to help someone, as this will highlight your commitment to excellent service.
✨Familiarise Yourself with ITIL
Understanding ITIL v3 is crucial for this position. Brush up on its principles and be prepared to discuss how you've applied them in previous roles. This will demonstrate your ability to align with their service management processes.
✨Practice Problem-Solving Scenarios
Anticipate some common IT support scenarios and practice how you would approach solving them. Being able to articulate your logical problem-solving process will impress the interviewers and show that you're ready for the challenges of the role.