Position summary and overview
To provide the primary point of contact between the IS Helpdesk and the rest of the IS department and the site internal customers with IS support needs. This will involve an understanding of customer needs and requirements and the ability to provide second or third level configuration problem solving support on standard PC packages.
As an IS Analyst, your primary responsibility is to manage and maintain the company's IT infrastructure, including hardware, software, and network systems.
Key Responsibilities
Helpdesk Management:
Respond to Helpdesk tickets promptly, prioritising based on urgency and impact. Monitor and maintain good records of Helpdesk tickets.
Customer Interaction:
Respond to customers either by effective ITSM tool management, phone calls or visiting them to gather full details of the problem or request. Resolve issues if possible; escalate to the appropriate Teams as required.
Problem Solving and Diagnostics:
Provide problem-solving support and diagnostics on standard PC packages. Offer user configuration support to ensure correct application functionality.
Operational Tasks:
Perform operational tasks as per the operational task list, including server backups, disaster recovery testing, monitoring disk space usage, and checking for physical faults.
Account Administration:
Support account administration for new, existing, and exiting staff. Manage network and application-specific authority using tools such as Active Directory.
Configuration Support:
Assist with the correct configuration of products that users may need, such as: file locations, printer setup, file authorities, etc.
User Coaching:
Coach users by explaining solutions and empowering them to fix issues themselves with support.
Awareness and Appreciation:
Possess a high level of awareness of available options to provide informed support.
Software Installation and Configuration:
Provide support for the installation and configuration of PC-based software packages.
Additional Tasks:
Collaborate with cross-functional teams to address complex technical issues. Stay updated on emerging technologies and contribute to continuous improvement initiatives.
In addition to the specified responsibilities, the IT Support Analyst is expected to undertake any other tasks deemed necessary for the smooth operation of IT services, ensuring adaptability and effective support in a dynamic work environment.
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Respond to Helpdesk tickets promptly, prioritising based on urgency and impact. Monitor and maintain good records of Helpdesk tickets.
Customer Interaction:
Respond to customers either by effective ITSM tool management, phone calls or visiting them to gather full details of the problem or request. Resolve issues if possible; escalate to the appropriate Teams as required.
Problem Solving and Diagnostics:
Provide problem-solving support and diagnostics on standard PC packages. Offer user configuration support to ensure correct application functionality.
Operational Tasks:
Perform operational tasks as per the operational task list, including server backups, disaster recovery testing, monitoring disk space usage, and checking for physical faults.
Account Administration:
Support account administration for new, existing, and exiting staff. Manage network and application-specific authority using tools such as Active Directory.
Configuration Support:
Assist with the correct configuration of products that users may need, such as: file locations, printer setup, file authorities, etc.
User Coaching:
Coach users by explaining solutions and empowering them to fix issues themselves with support.
Awareness and Appreciation:
Possess a high level of awareness of available options to provide informed support.
Software Installation and Configuration:
Provide support for the installation and configuration of PC-based software packages.
Additional Tasks:
Collaborate with cross-functional teams to address complex technical issues. Stay updated on emerging technologies and contribute to continuous improvement initiatives.
In addition to the specified responsibilities, the IT Support Analyst is expected to undertake any other tasks deemed necessary for the smooth operation of IT services, ensuring adaptability and effective support in a dynamic work environment.
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