IT Support Analyst

Posted 2 months ago by MET UK LTD
Location West Bromwich Job Type Full Time - Permanent
Salary £22000 - £23000 per annum Sector IT

IT Support Analyst

West Bromwich


Circa £22,000 per annum

Our client is looking for an IT Support Analyst to help on their service desk. They provide IT support and consultancy services to small to medium sized businesses. The primary objective of the Service Desk is to provide an efficient, friendly and effective problem-solving service to our client's customers.

Main Objective

Working on the IT Service Desk, you will be responsible for accurately logging service request calls for IT problems and provide guidance/support/solution over the telephone. When a service request cannot be solved by you in a reasonable time frame due to its technical complexity you will research/escalate the problem quickly. Keeping the customer informed at all times.

Main Duties

  • Provide a helpful professional IT support service to customers
  • Perform predefined daily/weekly/monthly maintenance checks and tasks
  • Log all service requests against the customer account in our ticketing system
  • Progress to resolution or escalation all outstanding service requests
  • Perform required analysis and research to successfully resolve service requests
  • Keep the customer informed at all times about the status or progress of their request
  • Check and respond to alerts reported by our Monitoring System
  • Maintain network documentation for customer networks in our Knowledge Base System
  • Liaise with external technology vendors as required to resolve service requests

Other Duties

  • Help develop and document standard operating procedures to improve our internal IT operations
  • Be willing to learn and research new technologies
  • Perform other duties as required to support the business

Personal Attributes

  • Excellent communications skills and a good telephone manner
  • A passion for technology and customer service
  • Ability to work without supervision
  • Excellent organisational skills

Minimum Qualifications

  • CertCompTIA A+ and Network+
  • Microsoft Certified
  • Excellent basic Maths and English

Desirable experience

  • 24 months IT Service Desk and onsite customer experience
  • Windows Professional and Server, Small Business Server, Exchange Server and SQL Server
  • Active Directory, Group Policy, Remote Desktop Services, Hyper-V, DNS, DHCP, TCP/IP
  • Office 365 administration and migration
  • Firewall, switch, wireless access point and relegated network hardware configuration
  • Antivirus, antimalware, backup/restore solution monitoring and configuration
  • IP telephone system and basic photocopier configuration
  • Microsoft Office administration and configuration

Hours - 08:30am - 5:30pm Monday to Friday

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MET Recruitment was established in 2008 and is an independent privately owned company based in the West Midlands, our focus is mainly upon recruitment within the West Midlands region however we hav...

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Office Location: 23 Wolverhampton Street, Dudley, West Midlands, DY1 1DB
Phone Number: 01384 451 880