IT Support Analyst

Company: Team Recruitment Ltd
Skills: IT - Analysis & Management, IT - Sys Admin & Support
Education: High School/Secondary
Employment Type: Full Time Contractor
Location: Aberdeen, Scotland, United Kingdom

In order to apply for this position, applicants MUST meet the following criteria. If your resume does not match these criteria, you will not be able to apply for this position.

Located in region: Europe

IT Support Analyst

Job Description

We are currently recruiting an IT Support Analyst for our client in Aberdeen.

The Support Analyst is an integral part of the Information Technology team and is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

KEY DUTIES & RESPONSIBILITIES:
• Troubleshoot the end user's issue and resolve upon first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into ServiceNow.
• Act as escalation point for the ServiceDesk team globally for technical issues that cannot be resolved within the team, before being routed to other groups.
• Provide training and knowledge transfer for ServiceDesk team as new technologies and software are being introduced into the environment.
• Perform password resets.
• Provide remote access/VPN support.
• Provide "how to" assistance on all internally supported devices, applications and systems.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites and vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
• IT service desk analysts are expected to cover specific service and support shifts and manage a large number of end-user requests.
• IT service desk analysts must foster relationships with end users and other IT service and support subject-matter experts from Level 2 and Level 3.

Desired Qualities/Qualifications

EDUCATION:
• High school diploma or equivalent (required)
• BA/BS degree in Computer Science or computer-related field (preferred)
• Computer software and hardware troubleshooting knowledge and experience
• Software and hardware certifications a plus

EXPERIENCE:
• Previous call center or IT service desk experience (preferred)
• At least two years experience in a customer service role
• Excellent customer service skills
• Strong troubleshooting skills
• Ability to learn new technology and applications
• Solid written and verbal communication skills
• Strong time management skills
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment