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IT Support Analyst
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**Key Responsibilities** - Your responsibilities include but are not exclusive to: - Deliver a first-class service to our customers - Answer questions and troubleshoot issues quickly and efficiently. - Provision of high-quality updates to customers on a regular basis. - Correctly set the customers’ expectations. - Deliver on promises - Provide training to members of the team to maintain standards - Take personal responsibility for own tickets and ensure all parties are kept updated - Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team - Team Working, acting as technical lead in department, - manage continuous improvement activities/projects - proactively share knowledge - help during times of leave/absence - Leading by example, always display a positive and can-do attitude - advocate of company - Proactively design and implement solutions to improve customer experience - Mentor and provide feedback on team members, ensuring quality levels are maintained - Be curious to change, evolve and develop in ways that help us better serve our customers. **Essential Skills, Knowledge and Experience**: - Providing root cause analysis of technical faults to customer and/or development teams - Demonstrable experience in a similar IT support role, including: - Strong MS SQL Server database experience: - writing and running traces/scripts - performance analysis - triaging data anomalies - Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions) - Experience and knowledge of: - LAN/WAN networking - General networking concepts (TCP/IP, DNS) - Always display a “customer first" attitude - Ability to work under pressure in a fast-paced environment - Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner - Ability to troubleshoot and strive for first time resolution of issues. - Consistently produce high quality and detailed work **Desirable** - Knowledge of Crystal Reports - Knowledge of Sage Accounting Solutions - Experience and knowledge of: - Virtualisation technologies - Cloud (MS Azure) technologies **Education**: - Diploma (required) **Experience**: - JavaScript: 3 years (required)
