IT Support Analyst - Berkhamsted, United Kingdom - Cobham Consulting Ltd

Cobham Consulting Ltd
Cobham Consulting Ltd
Verified Company
Berkhamsted, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Working within a small team of experienced Support Technicians, you will be taking calls from clients and assisting them with a wide variety of IT queries.

This will cover a range of general desktop issues including software, hardware, comms, printers, phonesetc.

You will troubleshoot and where possible, resolve the problem by talking users through solutions over the phone or using remote access tools to ensure fast resolution.


You must have a keen interest in providing high-level customer service and be prepared to support clients and end-users with a wide variety of requests.

There will be the opportunity to get involved in all aspects of day-to-day IT support across a varietyof supported clients.

You will need excellent communication skills, be well organised, self-motivated, and work under pressure.


Duties to include:

  • Answering the phone, responding to requests, assigning support tickets
  • Engage with customers via multiple channels
  • Monitor the Support ticket system for incidents requiring urgent attention
  • Adhere to SLA requirements, logging full details of time and work undertaken
  • Full management of the ticket system
  • First point of call for escalations, key contact for clients
  • Monitoring service levels across multiple systems, producing regular reports
  • Assist and build relationships with Third Parties
  • Advising clients on their digital requirements
  • Training both internally and for end users
  • Running projects

Skills and Knowledge required:

  • A keen interest in IT, able to learn fast and adapt skills
  • Previous experience of working in a busy environment preferable
  • A Level, College course or University degree in Computing or similar
  • Windows server, troubleshooting skills; Microsoft office skills
  • Microsoft Azure & MacOS and Mobile iOS skills preferred
  • Network Infrastructure support & Interest in supporting software
  • Car owner preferred but not essential
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