1st Line IT Support Analyst

  • Contract
  • Bristol, South West
  • Posted 5th July 2019
  • £20000 - £24000 per Annum
  • Ref: SC022
1st Line IT Support Analyst required on a 12 Month fixed term contract by market leading, legal sector organisation based in Bristol's City Centre. The 1st Line IT Support Analyst will join an experienced team providing support across multiple sites in the UK.

The successful 1st Line IT Support Analyst will be required to undertake the following:

Call Handling
*Being available to take phone calls from our clients, who are the predominantly employees and partners, though there are occasional calls from clients and other external parties.
*Utilising time on the phone effectively to meet KPI targets and SLA's.
*Delivering excellent customer service at all times.

Incident Management
*Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
*Ensuring incidents are logged and managed in line with all documented departmental and firm policy and procedures.
*Investigating technical issues and implementing documented and approved workarounds to ensure our clients are as productive as possible.
*Following escalation processes to ensure incidents are assigned to the relevant team/individual to ensure incidents are resolved in an efficient and timely manner.
*Maintaining IT systems such as user permissions, account creation etc.
*Configuring and installing hardware as required (PC's, Laptops, Thin Clients, Blackberries etc).
*Logging calls and managing escalations with 3rd party suppliers as necessary to aid the resolution of incidents.

Knowledge Management
*Identify areas of own knowledge for inclusion in knowledgebase to assist others with resolution of incidents.
*Suggest ideas for knowledge articles that are needed to help the team deliver consistent support to the Firm.

Knowledge / Skills / Experience
*Experience working within a professional and busy IT Service Desk.
*Excellent customer service skills, telephone manner and written communication skills.
*Ability to remain calm under pressure.
*Ability to work with people at all levels, and an excellent team member.
*Working experience of ITIL and/or ISO270001 processes and procedures.
*Excellent troubleshooting skills.
*Exposure to a wide variety of technology, ideally including:
oDocument Management Systems
oPractice Management Systems (SOS Connect)
oCase Management Systems
oDigital Dictation Systems
oMicrosoft Windows (7, 8, 10)
oMicrosoft Office (2003, 2010, 2013)
oTelephony Systems (Mitel, NuPoint, Redbox)
oMobile Telephony Systems (Blackberry Enterprise Server, Blackberry handsets and Windows Phone)
oActive Directory

Shift Patterns
*Providing support duties in line with the needs of the business, the Service Desk is open between 07:30 and 18:00, this will involve covering the following shifts: 07:30 - 16:30, 08:30 - 17:30 and 09:00 - 18:00.

This fantastic opportunity comes with a salary of £20,000-24,000 p/a.

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