IT Systems Analyst

Reed ,
Leyland, Lancashire
More Details
Contract Type: Contract
Salary: £22,900 per annum

Overview

Due to the ongoing issues arising with Coronavirus (Covid -19) there has been a huge turnaround in how my company are working. As a result there has been a large increase in people working remotely and utilising different tools and platforms to work from. My client are a leading National Housing Association with a Head Office in the Preston area. The purpose of the role is to ensure effective IT operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Day to day responsibilities include: Provide a timely and effective I.T support service and deal with service requests generated from the service desk systems Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up-to-date. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests. Reinforce SLAs to manage end-user expectations. Follows best practice of the ITIL Service Management Process Framework, focusing on Incident, Problem and Change Management. Receives incoming calls/deals with e-mails and self-service requests from internal customers requesting help or advice on a wide range of application support and IT services. Owns the incident right through to resolution regardless of which team is actioning the log and provides on going communication back to the customer. Identifies and learns appropriate software applications used and supported by the Group. To be considered you will must have the following: A sound technical grounding, including an understanding of networking principles with Microsoft server and desktop environments Knowledge of Virtual Environments, Citrix, Microsoft Exchange or Office 365, Group Policies and Active Directory would be advantageous as well as any previous experience in a first/second line support role. Relevant MCP, MCSA or MCSE qualifications are desirable but not essential ITIL foundation is also a desirable

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