Are you looking for an Out of Hours IT Analyst role? Here at our Matchworks office our Service Desk are the face of IT and we rely on them to provide outstanding customer service in all aspects of their work.

The IT Service Desk are responsible for providing 1st and 2nd line IT support functions to Amey internal staff and external partners. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes

As an Out of Hours IT Analyst your working hours will be 38.5 per week. You will work on a 4 on 4 off shift pattern with rotating days and nights.

Job Duties

• To help build on our image as the friendly and approachable face of IT
• To provide outstanding customer service
• To provide advice and assistance to our customers, partners and suppliers
• To act as the primary point of contact for all incidents and requests
• To ensure detailed and accurate information is captured at the first point of contact
• To provide initial troubleshooting and diagnostics capabilities
• To help maintain our strong first time fix rates
• To ensure incidents/requests are assigned to the correct technical resolver groups
• To prioritise and categorise incidents in line with our existing processes
• To assist in the handling and management of Major Incidents and outages
• To help identify incident trends
• To contribute to our ethos of continuous service improvement
• To promote a strong working relationship between the Service Desk, our technical resolver groups, partners and suppliers
• To escalate and liaise with Management, Internal and External support teams for potential high priority incidents during out of office hour shifts.
• To identify potential high impact issues and communicate a detailed account of impact to on call management as required.

Qualifications

• A minimum of 5 GCSEs' or equivalent, grades A-C (including English and Mathematics)

Essential:

• 2 years' previous experience working in a busy IT Service Desk environment.
• Demonstrable experience of delivering outstanding customer service under pressure.

Desirable:

• ITIL v3 Foundation level qualification
• Vendor qualifications (Microsoft, CISCO, Citrix)

As Out of Hours IT Analyst you will have:

• A basic understanding of PC hardware
• Experience of remote assistance tools, including Microsoft Remote Assistance, RDP, Dameware and LogMeIn.
• Experience of supporting a Windows 7/10 desktop environment.
• Experience of providing support in a Citrix thin client environment (Citrix Receiver / Wyse).
• An understanding of basic networking principle (TCP/IP, DNS, WINS, DHCP).
• A good working knowledge of the Microsoft Office Suite (2010, 2016)

Salary

As Out of Hours IT Analyst you will work on a 4 on 4 off shift pattern with rotating days and nights. Salary is to £24k plus 24 days holidays, pension, and access to a range of savings.