23/04/2019 Uxbridge college London EC4R 1AG

Haysmacintyre – Apprentice Support Analyst

  • Sector: i t telecoms
  • Location: London
  • Salary: 20000
  • Level: 3
Haysmacintyre – Apprentice Support Analyst

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This role includes working alongside two Support Analysts, the successful candidate will be the first line of contact for all support requests relating to the desktop, mobile, printer environments and line-of-business applications. They will also provide cover for the IT support analysts and perform general IT procurement / administrative tasks.

Duties and Responsibilities

 

Service Desk

 

• Answer and log incoming IT support calls (via phone or email) onto the service desk application, TrackIT, and “fix on first call” over the phone / remotely if possible or escalate to other team members / third-parties, as needed

• Monitor the call logging system to ensure that all requests for support are dealt with and responded to in an efficient and effective manner, in line with defined “service level agreements”

 

Procurement

 

• Purchase hardware and software following set procedures with guidance from the IT Manager

• Obtain hardware and software quotes on behalf of users and other IT team members

• Follow software purchasing guidelines and liaise with the Senior Systems Administrator / IT Manager to ensure software is compatible with the firms’ network and IT systems

• Advise IT support staff of all relevant hardware/software deliveries

• Stock control management for key IT hardware items

Administration

 

• Maintain the IT asset management system, within TrackIT, ensuring that all assets are recorded and updated/removed when required

• Maintain the IT knowledge management system, within TrackIT, ensuring documents are kept up to date and created when required

• Maintain and create user documentation, training guides and be able to conduct training on key systems for new users

• Assist with deployment of client devices, such as PCs, laptops and iPhone devices

• Provide general administrative support to the Support Analysts, Senior Systems Administrator, IT Manager and Chief Information Officer

• Follow agreed processes for joiners, leavers, moves, changes and desk setups

• Conduct a daily IT checklist to proactively prevent regular or common faults

GCSE’s A-C Grade in Maths and English or Functional Skills Level 2 in Maths and English

•           Willingness and ability to help

•           Excellent telephone manner

•           Good communication skills

•           Quick to learn

•           Flexible, in both attitude and availability

•           Self-motivating

•           Analytical skills

•           Good organisational skills

•           Well presented

•           Professional approach with colleagues and peers

•           Understanding of responsibilities

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