Ideas need initiative.


For our location in Blackpool we are looking for

IT Support Analyst

Tasks:

 

  • Incident and problem management – Liaise with customers and internal department functions to troubleshoot and diagnose issues remotely, working in-line with contractual service level agreements
  • Out of hours support – Provide point of contact support to our customer base out of hours on a rota basis providing regular updates and escalation as required
  • Quality assurance – Perform functional testing of our software solutions ensuring quality of service and product are of the highest standards
  • Change and release management – Collaborate with customers and department functions to plan, schedule and control the releases of systems and updates to customer test and live environments
  • System implementation and training – Provide on-site training to external or internal users of all levels to use our software and systems
  • Pro-active and preventative support – Monitor call trends and patterns to pro-actively maintain customer systems with the aim of incident prevention
  • Technical document writing – Creating high quality technical and customer facing documentation and reports
  • Request fulfillment – Record, categorise and process service requests on behalf of our customers and colleagues
  • Internal Support – Provide IT technical support and assistance to group employees in addition to assisting where possible with other ad-hoc duties
  • Asset configuration and management – Collect, record and maintain the configuration item database to track assets such as: products, systems, software and people

Qualifications:

 

  • Any relevant qualifications or experience covering the above will be considered.
  • Proven Technical skills with experience of SQL databases, PC Hardware and Microsoft operating Systems
  • Previous experience of working to targets and service level agreements
  • Proven experience of providing excellent Customer service