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IT Support Analyst Job Description

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Job Summary

Main responsibilities-IT Support Analyst Job Description

Knowledge, Skills and Abilities-IT Support Analyst Job Description

IT Support Analyst Job Description

 

Member of the IT Support team providing remote and on-site user and system support covering corporately-approved technologies used at the desktop within customer organisations (approximately 12,000 users). Responsibility for the resolution of incidents involving information systems and related equipment used at the desktop.

 

User Support - The response to and resolution of incidents involving information systems and related equipment used at the workplace. The provision of assistance to users to enable them to make effective use of such systems and equipment.

 

 

 

 

Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.

 

In consultation with users/customers, demonstrates all features, plans requirements, installs (including field modification) and commissions desk-top systems, products and services and their upgrades.

 

Interprets technical manuals and documentation and provides instruction manuals for non-technical users; provides training in all modes of usage of systems, products and services providing information on the full range of capabilities including dealing with exception conditions.

 

The administration of computer hardware and software in support of the delivery of an agreed IT Service.  Responsibility includes: incident handling, availability and performance monitoring, routine start up and close-down, and the maintenance of operating plans and schedules.

 

 

Provides day to day system administration and support, including data backups, data restore and site surveys.

 

Installs and/or removes hardware and/or software, following agreed policies and procedures. Tests hardware and software components affected, resolving malfunctions found and recording results.

 

Receives requests for assistance from users via the service desk call management software package. Maintains accurate log entries of requests with fault details and contact information.

 

Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log.

 

 

 

Personal attributes

• Positive

• Enthusiastic

• Calm under pressure

• Well organised

• Logical

• Analytical

• Good interpersonal skills

• Customer Focused

 

Communication & Relationship skills-IT Support Analyst Job Description

• Good team-working

• Ability to relate appropriately to various professional groups w

• Good verbal and written communication

• Ability to produce concise, accurate documentation

 

 

 

 

 

 

 

 

 

 

 

• Good understanding of customer and supplier relationships.

 

Knowledge & Skills

 

A good understanding of

• Windows 2000, Windows XP

• Microsoft Office 2000/3

• TCP/IP,DHCP,DNS,WINS

• PC and peripheral desktop hardware

• Antivirus and Spyware Solutions

• Call Management systems

• Service Management processes

• Information acquisition –identify gaps in order to solve problems

 

Previous experience

• At least 6 months in a permanent IT support team role

 

Educational Background

• GCSE ‘C’ grade or equivalent in English and Maths

• Degree in IT-related subject

Key Duties and Responsibilities-IT Support Analyst Job Description

Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.

 

Assists users in making more effective use of desk-top systems, products and services, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation.

 

For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information, according to established procedures. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.

 

 

 

 

Following agreed procedures, responds to requests for assistance by telephoning users. Provides information to enable users to solve their problems. Maintains accurate log entries of contact with resolution details and follow-up information. At all times, deals with users in a courteous, friendly, professional manner.

IT Support Analyst Job Description

By adherence to escalation procedures, promptly allocates unresolved calls as appropriate. Maintains the log and advises users of actions taken.

 

Takes direction & leadership from senior members of the team to support effective resolution of problems and become a good team player.

 

To liaise and communicate effectively with all other functions within the HIS to ensure optimum operational performance and to facilitate cross team working.

 

Ensures effective communication to customers and internal staff when new processes have been agreed and signed off by the IT Support Team Manager and Head of IM&T Service Delivery.

 

Deals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require diplomacy.

 

To ensure that professional integrity is maintained at all times when dealing with material of a confidential nature.

 

To conduct yourself in a professional manner at all times as a representative of OHIS and the ORH with internal departments and external organisations.

 

To participate in the effective delivery of a whole system service to the county, adopting a can do attitude, which maximises use of resources through appropriate and timely allocation and is enabling and supportive to our customer base.  

To take responsibility for operation of ITIL standard processes for the service and ensure their continuous improvement for the benefit of the service.

IT Support Analyst Job Description

To contribute to project based activities as required.  

 

 

 

 

 

 

 

 

 

 

 

To contribute to trouble shooting team activities as required.  

 

To attend meetings, which may be held on any of the sites, as required.

 

To undertake such training or study as may be required to maintain, strengthen or develop skills relevant to the post.

To undertake other duties that are considered to be within the general scope of the post, as required by the IT Support Team Manager.

Staff have a responsibility for ensuring the security of information and for complying with the law and Trust policies.

The management of risk is the responsibility of everyone and will be achieved within a progressive, honest and open environment.  Staff will be provided with the necessary education, training and support to enable them to meet this responsibility.  Staff should be familiar with the Major Incident Policy and Fire Policy and should make themselves familiar with the ‘local response’ plan and their role within that response.

The post holder is responsible for ensuring that all duties and responsibilities of this post are carried out in compliance with Health & Safety at Work Act 1974, Statutory Regulations and Trust Policies and Procedures.