Junior IT Analyst - First Line Support

About the role

This is a full-time, shift-based Junior IT Analyst position covering the GMT timezone. The role provides first-line support to end users for software and hardware problems, and covers incidents, infrastructure support and IT projects. The candidate must have a polite phone demeanour and be able to give clear directions to non-technical customers.

Key responsibilities

• Log and code user requests and calls accurately and review them daily, escalating to 2nd and 3rd line support where needed and keeping users informed.
• Provide 1st line support by phone and, if necessary, desk-side, and cover other Operations Centre colleagues in their absence.
• Troubleshoot and fix desktops, laptops, printers, scanners and other peripherals.
• Ensure system changes follow the Change Control Policy, support system alert monitoring and occasionally work outside business hours.
• Maintain the equipment asset register and audit Operations assets.
• Build relationships with business users and help align services to their needs in a cost-effective way.

Required profile

• Good memory of how software and operating systems work.
• Excellent listening and questioning skills, with a strong customer focus.
• Team player with problem-solving skills, attention to detail and the ability to prioritise workload.