IT Support Analyst

• We provide first line support to end users on hardware, software, network, and connectivity issues via telephone, email, chat, self-service, and in person.
• We carry out initial triage and diagnosis of problems and resolve issues where possible in a timely manner in line with SLAs.
• We complete service request fulfilment, including ordering new equipment and arranging delivery or configuration before it is sent to the customer.
• We escalate issues to the appropriate support teams and third-party suppliers where first line resolution is not possible.
• We log and prioritise incidents, service requests, and change requests in our ITSM tool, ServiceNow.
• We take ownership of customer problems, follow up on progress, and communicate updates in a timely manner.
• We perform IT administration duties as required.
• We maintain IT asset records accordingly.
• We actively participate in continual service improvement.
• We carry out testing when updates are released for our ServiceNow platform.

Technologies:

• Android
• Hardware
• Support
• ITIL
• ITSM
• Mobile
• Network
• Office 365
• ServiceNow
• Windows
• iOS, We are hiring a 1st Line IT Support Analyst to act as the central point of contact for 1st line IT incidents and service requests, supporting internal customers across multiple sites. The role is based on site in Perth and follows two alternating shift patterns: 8.00 am to 4.30 pm and 9.00 am to 5.30 pm. We offer training opportunities and long-term employment, and the salary is circa £26,000 depending on experience, rising to £27,000 after the probationary period.

• We require at least some basic IT experience.
• We require excellent communication skills.
• We require a basic technical understanding to solve simple problems.
• We prefer basic knowledge of network troubleshooting.
• We need someone able to work under their own initiative and motivated to learn.
• We need a team player who contributes to team discussions and seeks clarification when unsure.
• We require excellent customer service skills and an exceptional telephone manner.
• We require basic knowledge of ITIL standards.
• We require good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10 and Microsoft Office 365, and the ability to operate confidently with minimal guidance.
• We require basic knowledge of iOS and Android mobile operating systems.
• We require a full UK drivers licence or someone working towards obtaining one.