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IT Analyst job description
To manage and resolve IT faults logged with the IT Service Desk
• 1-2 years experience in an IT environment providing technical support.
• Knowledge of windows operating system.
• Knowledge of Active Directory.
• Knowledge of E-mail Systems – Domino or Exchange.
• Knowledge of the MS Office desktop applications.
• Understanding of computer networks and protocols.
• Knowledge of server systems and services.
• Change - Being able to respond positively to Company change programmes and to any necessary changes within own job.
• Communication - Ability to deal easily and effectively with a wide range of people. Willingly share knowledge and feedback with other team members.
• Continuous Improvement - Continuously strive to improve the performance of self and others, and use innovative methods to achieve this.
• Customer Focus - Understand and meet the needs of customers – internal and external - as appropriate.
• Personal Effectiveness - Have the capacity to change and improve and display high levels of personal credibility and integrity. The ability and determination to build and maintain excellent working relationships based on a demonstrated respect for others and a willingness to work co-operatively.
• Good verbal communication and interpersonal skills.
• Ability to deal with a fast-paced high-pressure environment.
Nice to have:
• Further education qualification (e.g. HNC, HND, BSc).
• IT industry recognised qualification (e.g. MCP, MCSE).
• Knowledge of rapid deployment tools – SMS, Ghost.
• Resolve service desk requests.
• Update the IT management databases.
• Perform some department admin duties.
• Respond to system failures.
• Manage the priority of service desk requests.
• Procure IT services, hardware and software as required.
• Create and maintain procedures for new and existing processes.
• Identify training for themselves and others.
• Train and assist their peers with new technologies, applications and processes.
• Take part in an on call service.
• During IT Admin Assistance absence – Monitor the service desk for new cases during office hours and assist with answering service desk phone.