IT Analyst

The IT Analyst is responsible for providing 1st line technical support and assisting with workflow management.

The key responsibilities of the IT Analyst are to:

  1. Provide 1st line technical support to clients, whilst following the Operating Procedures manual.

  2. Remain in constant communication with clients, avoiding technical jargon to ensure understanding.

  3. Ensure that all client portal submissions are acknowledged and all relevant information is acquired.

  4. Ensure that the system support account is checked and processed every 15 minutes and that all incoming calls are answered within three rings.

  5. Meet SLA’s and ensure there are no breaches.

  6. Update procedures, forms and KB articles whenever applicable.

  7. Manage their own job list and ensure all job records are kept up to date.

  8. Maintain their own email account in an efficient manner as well as their own and shared diaries.

  9. Complete time sheets, either same day or next day by 10am.

  10. Keep a tidy, paperless work area in all parts of the office in accordance with ISO standards

The ideal candidate will:

  1. Have a positive, polite and helpful attitude.

  2. Ensure they provide excellent customer service at all times.

  3. Be enrolled onto an Apprenticeship Programme or possess proven basic IT knowledge.


Tagged as: Datcom, Grantham

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