Description
Job Title:
Support Analyst
Location:
Manchester, UK
Rate/Salary:
19.00 - 20.00 GBP Hourly
Job Type:
Contract
Key Responsibilities
Ticket Management
- Resolve escalated tickets and manage incidents within the tech stack.
- Ensure timely resolutions of technical issues.
IT Support Analyses
- Conduct in-depth analysis of technical issues to identify and resolve problems.
- Collaborate with other IT teams to correctly identify and address problems.
Incident Logging & Tracking
- Use helpdesk ticketing system to track and document work.
- Maintain comprehensive incident logging to ensure all issues are documented.
Conduct Root Cause Analysis
- Perform root cause analysis to identify the underlying causes of technical issues.
- Implement permanent solutions to prevent recurrence of issues.
Generate Performance Reports
- Develop and generate performance reports to assess the efficiency and effectiveness of support operations.
- Provide insights and recommendations for process improvement.
Additional Responsibilities
- Work collaboratively with other IT teams (network services, systems management, and/or applications development) to resolve complex technical issues.
- Identify and report network connectivity issues.
- Update equipment inventory and coordinate with vendors for hardware warranty repairs.
- Provide basic training on the use of equipment, standard software, and peripherals.
- Update internal support documentation.
- Prioritize and manage work, escalating to supervisors as needed.
- Stay current with IT developments through continuous learning and professional development.
Special Knowledge, Skills, and Abilities
- Excellent interpersonal and communications skills.
- Ability to prioritize and meet deadlines.
- Proficient in Windows and Apple operating systems.
- Knowledgeable in the configuration and troubleshooting of standard business software such as Microsoft Office Suite, email clients, web browsers, and antivirus/anti-malware software.
- Working knowledge of help desk ticketing system and remote assistance tools.
- Experience with imaging Windows computers, Apple Management tools, and other productivity products in a networked environment.
Physical Requirements
- Able to sit, stand, and walk for extended periods of time.
- Lift, carry or otherwise move and position objects and equipment weighing up to 50 lbs.
Minimum Qualifications
- Two years of college coursework or equivalent experience.
- Two years of related experience, including some help desk experience.
- Additional education may substitute for required experience, and additional related experience may substitute for required education.
Preferred Qualifications
- Associate's Degree or higher.
- Relevant technical certifications such as Microsoft Technology Associate (MTA), Apple ACMT or ACTC, or CompTIA Security+.