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IT Customer Support Analyst (1st line)
Purpose of job: Provide a single point of contact for IT technical services and support to LCP staff and Partners.
Maintain a Service/Helpdesk function for customers to contact for all their IT Services Requests, Incidents and queries. Responsible for servicing and facilitating IT Incidents and Requests from end users. Ensure details are captured and entered into the Service Management call logging system and prioritised accordingly. Track, update and manage calls to resolutions and escalating when necessary. Manage regular communications between IT and the customer regarding updates to calls. Ensure IT service Incidents and Requests are managed and resolved within agreed service level targets. Provide Desk Side & Meeting Room Services within agreed service level targets. Liaise with other departments and IT groups to ensure effective communication, escalation and knowledge sharing. Effectively resolve user Incidents and Problems by applying known fixes and workarounds from the Knowledge Base. Rebuild PCs when necessary. Liaise with third party support companies, ensuring timely resolution and service levels are achieved. Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard. Liaise with the IT Service Desk Manager, ensuring they are kept updated of any service Incidents that require escalation or require further attention. As opportunities arise, submit improvement ideas onto a continual service improvement register (CSI).
Support: Provide desk side support to users where further analysis is required and gather information to fix or replace equipment if necessary. Carry out in-depth analysis of Incidents and Problems involving planning, testing and implementing fixes or workarounds. Liaise with other IT units to discover fixes. Carry out project work either individually or as part of a team. Implement service improvements ideas individually or as part of a team.
Systems experience & knowledge: Knowledge of ITIL (Information Technology Infrastructure Library). Experience of using an enterprise service management toolset. Experience of remote support tools. Be able to demonstrate and understand the principals of IT Networks in an enterprise environment. Understand the concepts of backups and disaster recovery. Experience of supporting Windows 7 & 10 Experience of supporting Office 2010 & 2016 Previous work experience of desktop hardware and printer troubleshooting and support. Experienced in PC builds and upgrades. Be willing to gain more technical experience. Maintain an IT Asset database. Monitoring and managing call queues, ensuring service levels are achieved.
Excellent communication and people skills Answering the phone Customer service Updating customers Call backs Dealing with walk-ups Experience supporting the following technologies: Windows 7 - troubleshooting/navigation/best practice/updates Windows 10 - troubleshooting/navigation/best practice/updates Anti-Virus - best practice/updates MS Office 2010 & 2016 Outlook - troubleshooting/navigation/best practice Word - troubleshooting/navigation/best practice Excel - troubleshooting/navigation/best practice PowerPoint - troubleshooting/navigation/best practice PC/Laptop hardware support Adding RAM Replacing Disks Imaging/building PC's Basic Network Patching Remote Support Network connection Remote tools / RDP VPN 2FA (Two factor authentication tools) Ability to service HP/Xerox printers (Short & Long term consumables) Conference/Meeting room set-ups
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