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    IT Support Analyst - Glasgow, United Kingdom - Hymans Robertson

    Hymans Robertson
    Hymans Robertson Glasgow, United Kingdom

    2 weeks ago

    Default job background
    Permanent
    Description

    The Vacancy

    The IT Service Desk is the first point of contact between staff and the Firms technology community.

    The IT Support analyst will provide first line triage and technical support to internal staff and clients. We require an experienced IT Support Analyst to join our busy, highly professional end user focused team.

    The successful candidate will work in a 60:40 Hybrid model, with 3 days in the Office. There will be occasional travel to our Edinburgh Office.

    Working as part of a team, the Support Analyst is responsible for the accurate recording, ownership, lifecycle management and timely resolution or escalation of requests and support logged via the Service Desk ticket system.

    The Support Analyst will be expected to perform analysis and technical troubleshooting as part of the role. The role requires an aptitude for working with end user technologies, along with excellent customer service skills.

    Accountabilities:

    The successful candidate will own many responsibilities including.

  • Take ownership of Support Cases logged via our IT Portal which operates from 8am until 5pm Monday-Friday, as per shift rota.
  • Provide Desk Side support to the Glasgow office on a Rota basis, log all incidents and requests that arise through floor walking.
  • Be available to attend other Offices on occasion to provide Desk Side Support.
  • Demonstrate Incident Management, owning all tickets, keeping our users advised of the steps being taken to resolve their Ticket, full end to end process.
  • Taking ownership of end user Requests and following up on behalf of the end user, communicating progress in a timely manner and within SLA.
  • Provide excellent customer service via the Phone, over Teams, by email, and at desk.
  • Demonstrate the ability to see the situation from a customer's perspective and offer the appropriate support and/or solution.
  • Continually look for ways to improve the overall support services to the firm through knowledge and process management.
  • Supporting the Infrastructure team in the daily monitoring of systems; building relationships with wider IT teams.
  • Escalate issues to the other SD staff in accordance with established protocols.
  • Maintaining high standards against established departmental processes and procedures, inclusive daily checks, and system administration
  • Adherence to IT information security standards, policies and procedures to ensure consistent quality of service.
  • Flexibility on work patterns will be required, which may sometimes include work out with normal business hours.

    • Qualifications / Experience:

  • Relevant ITIL Certification preferred.
  • Other IT Certifications can be considered.

    • Knowledge and Skills:

  • Excellent Customer service skills.
  • Work in accordance with ITIL processes and procedures.
  • Logical approach to technical troubleshooting and problem solving.
  • Able to demonstrate a working knowledge of the following core technologies: Microsoft Desktop Operating Systems (Win 10/11) Microsoft Active Directory Users and Computers Microsoft Office Suite
  • Knowledge of building Laptops and troubleshooting support issues.
  • Knowledge of configuring and troubleshooting support issues.
  • Health and safety awareness in the working place.

    • Personal Attributes:

  • Excellent communication skills with the ability to liaise and communicate with all levels within IT and across the business.
  • Excellent attention to detail.
  • Ability to work effectively alone and within your team/group or project, under the appropriate supervision.
  • Use initiative with a positive and can-do attitude.
  • Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
  • Highly motivated, willing to continually update knowledge and skill set with a high level of attention to detail.
  • Keeping up to date with latest industry technology, including access to training.
  • Have a desire to grow in your role and be seen as a motivated self-starter.
  • Ability to learn new technologies and software showing a keen interest in IT and emerging technologies.
  • Analysis and troubleshooting skills of all IT incidents.
  • Consistently working to provide a responsive, effective, and personable IT support service to exceed our customer expectations.
  • Uses initiative with a positive and can do attitude.
  • Work according to ITIL processes and procedures.
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