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Job Title:
IT Application Analyst
Job Category:
IT/Consulting  [ View All IT/Consulting Jobs ]
Job Reference:
Job description:
Our business is embracing change and new ways of working to deliver amazing IT services so we have never been more resolute in our mission: "Setting the Standards". As a result of continued growth and innovation we are looking to recruit IT Support Analysts to join our fast-growing team.

We are looking for IT Support Analysts to provide a single point of contact for the Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests.

Provide first line incident logging.
Triage and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered.
Own tickets and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met on a daily basis.
Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets.
Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information.
Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line.
Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates.
Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers.
Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first line.

Experience of working in a client facing IT environment.
Must be capable of working unsupervised to agreed timescales.
Excellent interpersonal skills.
Ability to develop good relationships with customers.
Ability to organise and prioritise work in an effective manner.
A basic understanding of Service level agreements or arrangement(s).
Excellent troubleshooting skills.

Desirable :
Experience of using Service Management Tools like ServiceNow.
Technical support skills in supporting Telephony & Networks.
Active Directory.
Microsoft Office Exchange.
Mobile Devices.
Microsoft operation systems.
Language requirements:
Employment type: Full Time
Salary: 17000 per annum GBP
Other Information
Degree: College A level's or Equivalent
Experience (year): 1
Job Location: Leeds, Yorkshire
Zip/Postal Code: LS1
Post Date: 21/07/2020 / Viewed 57 times
Contact Information
Contact Name: Richard Banks
Contact Email:
Contact Phone: 0843 2898 581
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