IT Support Analyst

Crimson Limited; Stoke-on-Trent; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to join their team in Stoke-on-Trent. This hybrid role requires 3-4 days on-site, where you will provide essential support across various technologies while adhering to strict SLAs. You will be responsible for logging and resolving incidents, conducting troubleshooting, and proposing process improvements to enhance efficiency. This is an excellent opportunity for those looking to develop their skills in a supportive environment while contributing to the success of a leading organization. If you are passionate about IT support and eager to make a difference, this position is perfect for you.

Qualifications

• Experience in providing IT support and managing service requests.
• Ability to troubleshoot hardware and software issues effectively.

Responsibilities

• Deliver comprehensive Service Desk support to end users.
• Log incidents and service requests accurately in the portal.
• Conduct troubleshooting and escalate issues when necessary.

Skills

Service Desk Support

Troubleshooting

Incident Management

Change Management

Process Improvement

Tools

Service Desk Portal

Job description

IT Support Analyst - Permanent - Stoke-on-Trent - Hybrid

This role requires 3-4 days/week on site in Stoke-on-Trent

Salary - up to £28,000

IT Support Analyst required for a leading client based in Stoke-on-Trent. The IT Support Analyst will be responsible for providing support across the technology landscape in line with SLAs and to support with project requirements.

Key Skills & Responsibilities:

1. Deliver comprehensive Service Desk support to end users, assisting with the logging and resolution of incidents, service requests, and problems, including troubleshooting and managing hardware requests and builds.
2. Ensure that all incidents and service requests submitted by end users are properly logged in the Service Desk portal, with accurate and up-to-date log entries maintained throughout the resolution process.
3. Conduct basic troubleshooting for all supported technologies and applications, identifying recurring issues and when necessary, escalating them by raising problem tickets for further resolution.
4. Adhere to security policies by maintaining confidentiality regarding any information being processed, stored, or accessed.
5. Ensure that any changes made align with the company's change management procedures, as required.
6. Propose improvements to processes or work practices to the management team, with the goal of eliminating inefficiencies, redundant steps, or overly complicated procedures.
7. Actively seek guidance and professional development from more experienced colleagues and ensure the knowledge base articles are consistently updated.

Interested? Please submit your updated CV to Lewis Rushton at Crimson for immediate consideration.