ICT Support Analyst

Russell Logistics

Glasgow

On-site

GBP 28,000 - 36,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Company pension

On-site parking

Excellent Career Development Opportunities

Job summary

A logistics company in Glasgow is seeking an IT Support Analyst to manage incidents and requests, ensuring exceptional customer service. The role requires technical expertise in PC, Server, and LAN/WAN technologies, along with strong problem-solving skills. Candidates must have a positive attitude, be organized, and have a driving license. This full-time position offers excellent career development opportunities and company pension.

Qualifications

Experience working with PC, Server, and LAN / WAN technologies.
Positive, can-do attitude with strong relationship-building skills.
Eagerness to learn and develop skills in an IT support role.

Responsibilities

Manage incidents and requests effectively.
Troubleshoot customer queries and facilitate resolutions.
Maintain IT Support Analyst documentation accurately.
Deliver exceptional customer service to internal customers.
Monitor Service Desk compliance and escalate as required.
Maintain IT support documentation and asset/IP records.
Ensure incidents and requests are logged and categorized.
On call every 3rd week for out of hours support.

Skills

PC, Server, and LAN / WAN technologies

Problem-solving skills

Strong communication skills

Time management

Learning mindset

Job description

Overview

Reporting to the IT Service Delivery Manager, the IT Support Analyst will be part of the IT onsite services and support team. They will be a visible point of contact for our internal customers that use our services. They will ensure that all requests are properly logged, tracked, escalated, or directly dealt with in a prompt and professional manner. Utilising their technical expertise and excellent communication skills they will capture, document, and follow up on all queries across the IT estate from software, hardware, network, and business system requests. They will deliver exceptional levels of customer service and execute the strategy and plans laid out by the IT Service Delivery Manager. The IT Support Analyst will be meticulously organised and ensure all IT support documentation is well maintained, up to date, and accurate.

Key Responsibilities

End to end case management for incidents and requests.
Directly assess and troubleshoot customer queries with a view to directly resolving or facilitating a prompt resolution using third parties and colleagues where required.
Incident and problem management.
Deliver exceptional levels of customer service to internal customers.
Monitor IT Service Desk compliance issues, taking remedial action or escalating as needed.
Strict maintenance of all IT Support Analyst documentation, including upkeep of IT Support procedures, asset records, IP addressing records, and all other critical documentation.
Ensure all incidents and requests are properly logged and categorised in alignment with group needs.
On Call every 3rd week to cover out of hours emergency support.

Essential/Desirable criteria

Experience working with PC, Server, and LAN / WAN technologies.
Be technically astute and have an eagerness to learn and develop skills in an IT support role.
Have a positive, can-do attitude and the ability to build relationships quickly across all levels of the organisation.
Possess strong problem-solving skills as well as the ability to manage your time and conflicting priorities.
A driving licence and access to a car are essential.

Shift Patterns