First Line Client IT Support Analyst
You will act as the 1st line for all Client IT related issues across the business both internally and externally generated ensuring all IT activities are picked up and responded to in a timely fashion.
The role is on a Rota basis working 1 week in 3 at home and 2 weeks in 3 in the office – as below
You will also help and support project-based activities, including client-based initiatives and internal development improvements to systems and processes.
What you’ll be doing….
Deliver first line support for all tickets assigned to the Client IT Team, ensuring a timely response based on priority and impact.
Drafting and sending all IT related communications out to clients and internally to staff.
Responsibility for initially picking up, diagnosing and where possible resolving the issue.
Responsibility for ensuring systems and services are functioning within the agreed tolerances and delivering to clients.
Completing and distributing accurate and timely IT related statistics to support internal functions in reviewing service levels provided to clients.
Action all client and store changes, ensuring IT systems are correctly set up to specification to ensure timely delivery of data.
Re-running of reports identified with issues within an appropriate timeframe to client deadlines and deliver non-standard weekly, quarterly within an appropriate timeframe.
We are looking for someone with the following skills and experience:-
General IT and/or customer service background.
General software and hardware awareness.
IT related qualification/degree preferred or suitable experience.
Training will be given. This role is on a rota basis as below:-
2 out of 3 weeks would be 40 hours over 4 days. (in the office)
o All Days: Shift start 07:30, shift end 06:30
o 1 Hour lunch period
o All 4 days would be weekdays, with one weekday off.
1 out of 3 weeks would be 40 hours over 5 days (performed remotely from home)
o Monday: Shift start 07:30, shift end 03:00
o 30 Mins lunch period
o Tue&Wed: Shift start 07:30, shift end 06:30
o 1 Hour lunch period
o Sat&Sun: Shift start 07:30, 6hours 30mins flexibly worked over the course of the day
o Last part of shift finishes at 06:30