IT Support Analyst Job Description Template
Our company is looking for a IT Support Analyst to join our team.
Responsibilities:
- Resolving or escalating all assigned support queries in accordance with the SLA;
- Work on and update helpdesk incidents;
- Work on projects, update project management system with task updates;
- Provide customer 1st and 2nd line support;
- Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
- Updating the Feedback and Support portal with ticket progress;
- Supporting a Windows environment;
- Suggest recommendations for improvements, upgrades, patches, applications and equipment;
- Ensuring the enforcement of IT policies and procedures;
- Using the ticketing system to log, work and resolve requests;
- Accountable to the IT Manager for efficiently dealing with support requests within SLA timeframes;
- Offering support and training with new devices and software;
- Liaising with suppliers for support & warranty claims and other service issues;
- New computer ( desktop and laptop ) builds;
- Assisting in desk and office moves when required.
Requirements:
- Active Directory;
- Basic understanding of SQL databases;
- Supporting the business out of hours 6pm – Midnight rota basis (Mon-Fri);
- Participate in ad-hoc support requests, Desk moves, Desk side support;
- Incident, Problem and Change Management;
- Demonstrable understanding of and interest in IT / Technology;
- Office365;
- ITIL v3 Foundation or higher;
- Understand the need for accurate record-keeping of tickets and assets,
- Good network knowledge (WAN / LAN);
- Proficient to creating Standard work instructions;
- Experience of supporting mobile phones and mobile device management systems;
- Providing 1st line support;
- Understanding of MAC OSX & iOS (including MDM tools);
- Knowledge of the relevant security protocols and network/cyber security.