Job Details

IT First Line Support Analyst

Ref
ADV17132
Region
North West
Location
Liverpool
Position Type
Full Time
Job Type
Experienced

What is the purpose of this role?

Working within our internal IT function you will provide 1st line support to our business and its internal customers. You will be responsible for the efficient transfer of in-depth product and/or applications knowledge to users.

What will this role involve?

  • Provide 1st line support for internal Amey customers
  • Take control of customers computers to identify issues and talk them through solutions
  • Installation of software
  • Identify information technology problems and provide solutions
  • Setting up and disabling accounts
  • Acting as the first point of contact for all IT faults
  • Liaising with key stakeholders within the business
  • Providing an outstanding customer service at all times
  • Dealing with incoming phone queries
  • Dealing with direct email queries
  • Using our customer portal
  • Setting up new starters with IT access
  • Assisting with high priority incidents
  • Work effectively as a part of an analysis team
  • Undertake general ‘team’ administrative duties as and when required
  • Share information to ensure customer needs are met
  • Responsible for maintenance of systems and software

What are we looking for?

  • Education to GCSE level or equivalent
  • Demonstrate analytical skills
  • Previous experience of working in an IT Analyst role in a large fast paced environment
  • Friendly and professional manner
  • Conscientious and confident approach to duties with a polite, pleasant and helpful attitude
  • Flexible and adaptable
  • Demonstrates ability to implement and meet targets
  • Good verbal and written communication
  • Enthusiastic and able to act with initiative
  • Experience of MS Word and MS Excel and Windows software
  • Experience of remote assistance tools
  • Experience of using a call logging\Service Management systems
  • Knowledge of supporting XP, Windows 7 and Citrix environments
  • Experience of working on a Service Desk which is targeted with first time fix targets
  • Undertake general ‘team’ administrative duties as and when required