IT Field Support Analyst
Job Id: 530
Contact: Tina Jennings
Salary: 35k
Contract Term: Permanent
Contract Type: Full Time
Expires: 12 February 2015
Location: Manchester
Bailey Finch Associates are delighted to assist their client with the role of IT Field Support Analyst.
This role combines a high level of technical skills with a clear commitment to customer service. As a member of the Field Support team, you will be required to provide support to customers at their office or site location, as referred by the IT Service Desk. You will need be flexible in your approach to travel and be able organise yourself so that you are visiting locations regularly as required. You will be required to build relationships with key site contacts. You will need to refer to and assist other IT functions as required, monitoring progress and keeping customers appraised of events.
Your responsibilities
Attend locations across the UK to provide on-site support
Handle incoming help and service requests referred by the IT Service Desk
Deal with requests within the agreed performance targets and service levels
Identify and carry out any immediate corrective action that can resolve or contain issues directly
Monitor progress of incidents and keeps all interested parties informed
Apply diagnostic utilities, FAQ’s and knowledge bases to aid in troubleshooting
Submit items to knowledge base for future reference when appropriate
Resolve incidents, verifying the resolution and confirming with the customer
Work with first and third line support groups to assist resolution where necessary
Work as part of an integrated Service Delivery Team to provide cover and assistance to 1st line.
Escalate and progress the severity of support issues as required
Ensure that all relevant information is recorded in the Service Management system and kept up-to-date
Offer general advice, points of contact and guidance on all available IT services
Participate in site setup, re-location and de-commission support activities as required
Participate in IT project work as required
Offers assistance during major incidents as required
Your Qualities
2-3 years’ experience in an IT service support environment
Broad technical understanding of IT systems, applications and services, ideally gained in several different roles with different employers
Supporting PCs using Windows operating systems (XP/Win7/Win8 )
Microsoft Office 2007 / 2010 / 2013
Microsoft System Centre Configuration Manager
Microsoft Lync 2010/2013
Windows Server 2003 & 2008
AutoCAD Applications, including BIM software technologies
Support of a wide range of other 'desktop’ software
Support collaboration systems.
Experience of supporting web applications
Local and wide area networks and networking components
Mobile Device Management
Apple iPhone configuration
Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner
Absolute commitment to service quality and customer focus
Enthusiastic, participative style capable of gaining the commitment and support of others and building strong, productive team relationships
Good self-discipline, including a willingness to observe technical standards and a commitment to effective documentation
Methodical approach to planning and completing work to strict deadlines
Well-developed communications skills including a clear, concise style of presentation in oral and written work.
Strongly self-motivated and able to work with minimum direct supervision.
Efficiently manage shifting project priorities, demands and timelines
Trustworthy with sensitive information
Flexible approach to the content and hours of work
Must be prepared to travel as required and stay in overnight accommodation
ITIL Foundation level or Service Desk Institute accreditation desirable.
MCP or equivalent experience desirable.
If this sounds of interest to you, please forward your cv in the first instance to Bailey Finch Associates who are acting as a recruitment agency with this role.