We are recruiting for an IT Analyst, to join our IT team based in Bromsgrove.
The IT Support Analyst will serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices.
Overview of duties:
- Setup and test PCs for new and / or existing users
- Respond to user hardware and software problems
- Test, document, and assist with corporate initiatives as assigned by Manager
- Assist with management of mobile devices
- Provide IT support to others in the team
- Provide support for all Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy
- Determine the most effective manner to resolve client's technical issue
- Record required customer and problem information in the corporate ticketing system, ServiceNow. Update tickets with appropriate journal entries of activities and closing tickets with resolution entered upon completion of the job
- Resolve all levels of work orders as assigned. Elevate complex and/or high priority problems to the appropriate support groups for resolution
- Providing onsite for our Midland offices
- Management and upkeep of equipment in our Midland offices
Person specification:
Knowledge, Skills and/or Abilities:
- Outstanding customer service skills with the ability to speak about complex issues in a down to earth manner
- Good knowledge of current Windows Operating System
- Good knowledge of Microsoft 365 office suite
- Experience with PC hardware build and troubleshooting
- Familiarity with Apple & Android mobile devices
- Own transport as this role supports multiple sites
- Communication Skills
- Must have good command of the English language to provide effective phone, Teams & in person support
- This position requires handling confidential information in an appropriate manner
- Interactions with company associates must be handled with diplomacy and tact
- Decision making/judgement
- Capable of working on multiple projects and/or assignments
- Exceptional problem-solving skills
- Dependability
Education and/or Experience:
- BA or BS degree preferred or equivalent experience
- 3+ years of experience working for a corporate level service desk
- Experience of ServiceDesk (preferable)
- Experience in OpenGI or Applied Epic applications would be preferable
Key information:
Salary: Competitive depending upon experience
Hours: 35 hours Monday – Friday
Location: Bromsgrove/ Birmingham
Benefits: 25 days holiday + bank holidays, Pension Scheme, etc
If this sounds like something you are interested in please apply, or contact Paige Hughes or Lucy Reed for further information.