Job closed
Ref: QP197-22
Job description / Role
The IT Support Analyst delivers a range of services including desk based and onsite technical support at both 1st and 2nd line levels. The Support Analyst will also provide administration, maintenance and support for all areas of the college IT - systems, servers, telecommunications, end points and the network. The Support Analyst will have the responsibility to ensure that all IT systems are implemented and maintained to a consistently high standard within the colleges.
- 1st and 2nd Line incident handling via service management system
- Follow up from initial incident logging, providing updates to users right through to resolution
- Adhere to Servicedesk SLAs and escalation policies
- Provide on-site support at ITQAN College for any 1st and 2nd line incidents that require an on-site visit
- Installation, administration and maintenance of college IT servers, networks, telecoms and information systems
- Installation of computers, laptops, printers, projectors and other college IT resources across the colleges
- Provide work bench repairs for laptops, desktops and printers
- Imaging of new/used equipment for re-circulation
- Administration and maintenance of user accounts for various IT systems
- Incident escalation to the IT Manager
- Source and procure IT hardware for colleges where appropriate
- Learn and understand complex bespoke internal systems in order to provide support for these
- Provide guidance and support to our staff for utilization of college systems
- Documentation of ICT site infrastructure
- Assisting with roll outs across network for upgrades and enhancements
- Work closely with IT Manager to ensure system stability, robustness and maximum uptime of all IT systems at colleges
- Research and develop new technology for continual improvement to business systems
- At all times, provide professional and prompt service to our internal staff and students
Requirements
- Good knowledge of remote access and terminal services technologies
- Good knowledge of LAN architecture including support of Cisco routers, Cisco switches, CAT 6 & fibre cabling, fixed line internet circuits and telephony systems
- Experience of both telephone and face to face customer support.
- Knowledge of Interactive whiteboards
- Good understanding of service management principles (ITIL), preferably previous experience of working in customer service roles
- Microsoft accreditations or training certificates
- Hardware accreditations or training certificates
- IT degree or similar academic qualification
About the Company
Interserve Learning & Employment provides first class skills, education and employment services to help break down barriers to prosperity. Our ever expanding team offers flexible, tailored support to teenagers and adults from all walks of life, including school leavers, employees who seek career development and anyone who, through illness or changing circumstances, has been prevented from completing their journey into work. With our help, tens of thousands of people a year embark on training or jobs, which has a positive impact on wider communities and local economies.