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IT Support Analyst

Location: GLOUCESTER, GLOUCESTERSHIRE, UNITED KINGDOM Salary: 22,000.00-25,000.00 GBP (UK Pounds) Per annum, inc Benefits
Sector: Technology Job Type: Permanent
Shift Type: FULL TIME Applications: N/A
Posted: 9 months ago Reference: X3-237644

 REED Technology are pleased to be working with a public sector organisation based in Gloucester who are looking to recruit a new IT Support Analyst to join their team.

This is a great opportunity for a support technician who is looking to progress in their career as you will be exposed to a variety of desktop related queries and presented with opportunities to diversify within this large IT function.

This role comes with great benefits of which include a generous pension, free parking, 27 days holiday plus bank holidays (rising to 33 days holiday) as well as a fair and transparent salary progression scheme.

If this sounds like the role for you, please read on!

Key responsibilities as follows:

• Utilise knowledge, skills and judgment to provide a resolution where possible or where unable to assign call to the appropriate team.

• To deal with all calls received and ensure they are recorded and dealt with appropriately and within agreed SLA’s.

• Ensure that the day to day management of technology support services meets KPIs and customer requirements

• Accurately record information from callers, end users and third party service providers on the Service Desk System. This involves:

• Assist in the triage and prioritisation of calls

• Support customers to trouble shoot and provide a ‘first time fix’.

• Escalate problems to the most appropriate team or organization if unable to provide resolution.

• Create and/or administrate user accounts or passwords.

• Assist in the allocation of appropriate user training.

• Ensure that incidents and problems are managed on behalf of end-users throughout their full lifecycle.

• Liaise with suppliers and customers to order the departmental client hardware and software and keep up to date associated records.

• Support the IT manager in accurate recording of assets, ordering and recharge.

• Under take equipment and system testing

• Comply with all information governance procedures and protocols.

The successful applicant would need to meet the majority of the below criteria:

• Experience in a similar role, together with relevant experience in IT support, project tools and environments.

• Asset management experience

• Good keyboard and Microsoft Office skills.

• Working knowledge of office procedures

• Excellent knowledge of procurement processes and systems.

• Experience of Service Desk Support tools, such as incident/service request management

• Good verbal and telephone communication skills

• Drive, passion and enthusiasm, with the ability to relate well with other members of the team

This is a great opportunity and not to be missed. If this sounds like the role for you please apply online ASAP. Successful candidates will be contacted within 24 hours.

Good Luck!


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