1st Line Support, IT Helpdesk, 1st line, IT, IT Support
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1st Line Support Analyst

  • Job reference: AQIT437
  • Location: Staffordshire
  • Job type: Temporary
  • Area of Expertise: IT
Job description: I am currently recruiting for a 1st Line Support Analyst to work an initial 5 month contract in Staffordshire.

This role requires a good knowledge of IT systems (hardware and software) and candidates must have experience of working on a IT support desk.

Common systems candidates should have experience of:
Win 10
Office 2010
Hornbill Support Works


1. To provide effective 1st and 2nd line Support to the user community as and when required.

2. Be a member of and positive contributor to the Client Services Support team.

3. Ensure that service levels are achieved and plans are generated to ensure continuous improvements.

4. Communicate regularly with the Service Delivery team and customers on key changes affecting operational service delivery.

5. Work within a program and culture of continuous improvement in order to improve quality and effectiveness.

6. Assist in the establishment of appropriate channels of communication with other ICT teams in order to contribute where appropriate to assisting in achieving their goals.

7. Ensure that procedures in the areas of Problem, Incident, Change, Configuration and Release management are followed.

8. To support the Team Leader and Senior IT Support Officer to deliver the service within identified budgetary resources.

9. Contribute to the development of objectives and action plans helping to deliver the ICT Strategy.

10. Ensure the CIO and senior managers are kept informed of any extensive breaks in service.

11. Keep abreast of developing improvements regarding desktop hardware, operating systems and user applications, best practices and industry standards through networking, conferences etc.

12. Assist in the preparation, maintenance and testing of Disaster Recovery procedures.

13. Ensure that all inventories, asset registers, applications portfolios, customer databases, schematics, schedules and configurations are available and accurate.

14. Such other duties as may arise in connection with the activities mentioned above.

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk