IT Support Analyst

Job Type:
Cloud & Infrastructure
Job reference:
23 days ago

Experis are currently recruiting for a number of IT Support Analyst positions for a public sector client based in Birmingham.


  • 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.


  • 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.

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