Senior IT Services Analyst
Title: Senior IT Services Analyst
Type: Permanent, Full Time
Location: Humber Quays Office, Hull
Team: IT Support
Salary: up to £27,000 per annum dependent upon skills and experience
Hours: 40 hours per week
As Senior IT Services Analyst, you will be responsible for providing 2nd line support to local and remote users in a heterogeneous networked environment and to undertake tasks as requested by the IT Services Manager.
You will be required to work in a professional manner following team standards and incorporating ITIL methodologies where applicable in order to improve the efficiency and effectiveness of the IT Support Service.
Responsibilities
- Respond to day-to-day queries and requests from management and customers verbally or through the helpdesk application for support on personal computers (operating systems and applications), network infrastructure, peripheral equipment and central servers
- Escalate those queries and problems that cannot be solved and proactively managing the incident resolution process; with external parties where appropriate
- Help maintain inventory of Hardware and Software including configuration management
- To adhere to the team’s standards and processes and to implement Continual Service Improvement to help achieve constant enhancements to quantity and quality of output
- There may be a requirement to travel to remote sites which could involve long days or overnight stays
- Any other tasks or duties commensurate with the objectives and remuneration of the post
Requirements and Qualifications
Person Specification
- Detailed understanding of computer operating systems, peripherals and application packages
- Ability to communicate with staff at all levels in a positive and friendly manner both verbally and in writing
- Ability to read technical documentation and implement solutions (e.g. Microsoft TechNet)
- Ability to research problems using a variety of sources (internet / books & documentation / user groups / contacts) and implement solutions
- Ability to manage own time to ensure deadlines and SLA targets are met
- Logical approach to problem solving
- Ability to prepare written documentation of a technical nature
- Ability to work on own initiative when out on site
- Mentoring & training of junior staff
- Ability to attend site, including overnight stops, at short notice
Qualifications and Experience
- Experience of working in a similar busy support environment position
- Experience of managing workload according to predefined priorities and SLA’s
- Experience of helping users with computer related problems
- Experience of diverse environments
- Experience of ITIL methodologies and best practice
- Experience of geographically widespread, site based support and implementation
- Minimum of 3 GCSE grades (or equivalent) at A-C level, including Maths and English
- A relevant IT accreditation or qualification at GCSE level or above
- Full UK Driving Licence is essential
- Computer related qualification at degree or HNC level would be beneficial but not essential