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IT Support Analyst

Company: Tony Martin/Tony Massenhove
Job Ref: 1164/TM
Start Date: ASAP
Hours: Full Time
Location: Swansea, Wales
Working Term: Permanent Position
Salary: Negotiable


IT Support Analyst

Job Market IT Services / Insurance

IT Support Analyst - About the role

Act as part of a wider support team to become a single point of contact providing first and second line technical support via Phone, Email, Portal, On-Site and Remote mediums.

Responsibility for the first and second line technical support of internal and external corporate users. Undertake Call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications. Ensure all work undertaken is managed within the designated Call logging system (SCSM) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance. Provide excellent communication and customer service experience to provide a first class interaction.

IT Support Analyst - Key requirements

MCDST certification or equivalent would be preferable, however demonstrated ability would be acceptable.

An understanding of ITIL is essential, a qualification would be preferable.

Excellent knowledge, understanding and experience of common computing principles and technologies - e.g. PCs, Printers, Networking, Microsoft, Citrix, Active Directory, McAfee Antivirus and DLP. You should have excellent problem solving and interpersonal skills, capable of working to deadlines, high level of attention to detail, and have a keen desire to learn and progress.

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 with Office 2013/16 exposure.

Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment.

User & Security Group Active Directory administration experience.

Experience managing major incidents including business expectations and communications.

Experience with (SCSM) Service Manager and (SCCM) Configuration Manager is desirable.

Excellent customer service skills, with a good telephone manner and interpersonal skills.

Strong written and verbal communication skills evidenced with an industry standard English qualification.


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