Junior IT Analyst

Job Purpose:Provide a first line support service to end users covering any software or hardware related problems. This is a full-time position, shift-based covering GMT Timezone.Summary:Possess basic understanding of applications and infrastructure systems in order to identify, analyse and resolve a variety of technical issues in order to provide first level support services for all lines of business. Possess a polite phone demeanour and have the ability to give clear direction to non-technical customers. Research, track, log and update support tickets. Generate reports and assist Operations Centre staff on other issues / duties as needed. Agreed shift pattern to ensure coverage across multiple time zones, handling incidents, supporting infrastructure, and assisting in IT projects.Principal Accountabilities: Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.Provide 1st line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Operations Centre Manager appraised at all times of any critical issue or user concern/complaint.Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Operations Centre Manager.Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals.Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy.Raise any risks identified with the Operations Centre Manager.Support the monitoring and response to system alerts.Occasionally work non-business hours providing system and application support.Cover for other Operations Centre colleagues in their absence.Maintain the equipment asset register and support the auditing and tracking of Operations assets.Build good working relationships with all business users and share knowledge with other members of the Operations Centre team.Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost effective way.Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerned.Undertake any other task as requested by the Operations Centre Manager or Associate Director as required.Such other duties as the management may at times reasonably require. This job description is a guide to the principal, current duties of the job. It does not form part of the contract of employment.Requirements:A good memory of how software and operating systems workExcellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solutionThe ability to work well in a teamProblem solving skillsA strong customer focusThe ability to prioritise your workloadGood attention to detail.Our Office CharterFive simple behavioural promises that will create an amazing and highly productive working environment at Hawksford.No HierarchyWe all have an equal right to enjoyment and use of all spaces, regardless of job level or departmentHave FunBe happy and never be afraid to laugh, enjoy yourself, and create magic moments for othersSay HiThe office is designed for interaction, so be proactive to build new relationships and spread positive energy on your wayRespect EveryoneWe are all different, and that’s a good thing! Be patient, kind and appreciative of these differencesBe FlexibleBring a positive attitude with you into the office, and always be receptive to change.