Job Description
The User Support Analyst is responsible for providing level 1 as well as level 2 support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.
Essential Functions:
- Respond to assigned help desk tickets and provide solutions for reported customer problems – when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
- Document the details related to a problem and resolution in the IT Request System.
- Liaise team projects, complete tasks, and ensure they are completed on time and to specifications.
- Facilitate the configuration and deployment of computer refresh at local site.
- Other duties as assigned.
Qualifications:
- Bachelor’s Degree in related field. May consider equivalent work experience in lieu of degree.
- 4+ years IT experience.
- Experience with software deployment solutions, mobile/device/user management, VoIP phone systems, active directory, as well as folder access and permissioning.
- Knowledge and expertise in business processes, service level agreements, standard operating procedures and policies
Thank you for your interest in this role. Please also share your CV at Shyam@lsarecruit.co.uk and if suitable, we will get in touch with you to discuss further.