Experis are currently recruiting for a number of IT Support Analyst positions for a public sector client based in Birmingham.
Responsibilities
- Install or remove hardware and/or software, using supplied installation instructions and tools; follow agreed standards, including those for electrical work.
- Conduct test of the hardware and/or software affected using supplied test procedures and diagnostic tools.
- Help to resolve problems and faults, and corrects malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures.
- Carry out required collection of information and records, including using network management systems and appropriate performance analysis equipment to monitor installation performance against agreed service levels.
- Take action on known or moderately complex problems, advising superiors and specialists only when their attention is required.
- Report details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
- Provide assistance to users in a professional manner following agreed procedures for further help or escalation of request
- Initiate action to resolve problems in systems and services. Document such incidents and problems within the configuration management defect/problem reporting system. Match unresolved incidents against existing problems, known Support Analyst errors and other incidents.
- Assist with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, change management, configuration management and asset management functions.
- Support service level management in monitoring the impact of problems on agreed service levels.
- Respond to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
Requirements
- Degree, or equivalent
- Professional qualification such as: ITIL ® Foundation in IT Service Management or MCSE - Microsoft Certified Systems Engineer.
- Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.
- Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.
- Experience working on Audio/Visual equipment.
- The knowledge and ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.
- The use of everyday desktop software including word processing, spreadsheets, graphics.
- Methods and techniques for reporting progress and financial conformance against an agreed plan.
