Source description
About the role
Job Title : IT Support Analyst
Location : Manchester, UK
Type: Permanent
Salary: 25K GBP
Job Overview
To provide 1 and 2 line (helpdesk) technical support to IT users, assisting them with hardware and software problems via phone, email or onsite.
Duties and Responsibilities
To provide 1 and 2 line technical support queries professionally and efficiently, maintaining a high degree of customer service via phone, email or chat.
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To ensure that all SLA's are met
To work effectively and productively with all support teams
To maintain user security on all systems
To take ownership of user problems and be proactive when dealing with user issues
To log all calls on the call logging system and maintain full documentation
Support users in the use of Computer equipment by providing necessary training and advice
To allocate more complex service issues to the relevant IT Support member
To arrange and co-ordinate external technical support where problems cannot be resolved in house
Skills / Attributes Required
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Relevant 1st line / Helpdesk support experience
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Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
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Experience using, troubleshooting and administration of Microsoft 365 suite
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Basic understanding of PC hardware set-up and configuration
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Excellent telephone manner and communication skills Reference: 19-02972
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