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IT Support Analyst/ IT Support Application Analyst | 2 days a week in Birmingham | Up to £35k

My client is an award-winning innovation company in the public transport sector, and they are working with the top 100 FTSE companies across the UK. Due to their rapid growth and the demand for their services they are now looking for a 1st Line support analyst to be a single point contact to their new and existing customers.

Key responsibilities:

  • Maintain a high degree of customer service for all support queries.
  • Report problems, incidents, service requests via the IT Service Desk in line with defined SLA’s. 
  • Gather information, identifying the issue, and accurately record steps taken within the ITSM tool.
  • Provide initial technical support / specialised knowledge to the customer.
  • Investigate and diagnose the issue to resolution, recovery, and closure.
  • Assist with trend analysis, identifying repeat incidents, making recommendations for improvements, and reporting back to the team. 

Skills & Experience:

  • Ability to communicate with the customer clearly (mostly written)
  • Ability to troubleshoot bespoke applications and follow processes/ procedures (e.g. ITIL)
  • SQL (query databases), understand API’s and JOSN code, check logs and debug as well as experience in Linux/ command line
  • Someone who is customer centric and can easily translate technical information and formulate it into a customer friendly written response.
  • Experience in working in a service desk environment (e.g., SLA’s, KPI’s and knowledge of ITIL processes, troubleshooting, attention to detail etc).

Desirable skills & experience:

  • Experience in the windows server environment (Linux server).
  • Understanding of overall IT infrastructure stack and using agile technology.
  • Knowledge of Java, JavaScript, and Ruby.
  • Knowledge of software management tools such as Jira, Microsoft TFS or Bugzilla. 

Benefits:

  • Private medical insurance
  • £30 monthly gym allowance
  • Udemy access
  • Cycle to work scheme
  • Wellness programmes
  • Monthly social events
  • Annual bonus scheme
  • Flexible working hours

 

If you’re interested in this role, please email me at Thana@engagewithus.com or call me on 0117 450 7706!