Bailey Finch - Recruitment Associates
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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.