As IT-Service Analyst you will be responsible for a wide range of activities. Your responsibilities will include but will not be limited to:
User incident resolution as a first/second level responder (answer, evaluate, prioritise, resolve, document, and provide post-closure support)
Analysing more complex problems with other support staff and escalating to third party consultants when necessary and if approved by Manager
Analysing and evaluating incident reports and making recommendations to reduce helpline incident rate
Supporting standard hardware / software application installation, installing personal computers, software and peripheral equipment
Maintaining basic understanding of applications and levels of user proficiency
Auditing and documenting all client desktop and laptop systems for system and management reporting

Bachelor's degree in the field of computer science and/or 3-4+ years' experience, in a service oriented/office-based work environment
Commercial and service oriented mind-set
Industry-leading networking and application certifications would be an asset (such as MCTS, MCITP, MCM, etc.)
Strong technical trouble-shooting skills, focusing on Software OS / Applications
Knowledge of Active Directory, Windows 10, Microsoft Office Suite 2010 and 2016, knowledge of Microsoft Exchange would be an advantage
Experience with the following equipment would be an asset: Dell laptops/ desktops, Mitel telephony, Blackberry devices, multifunctional printers
A flexible approach to working hours (including participation in scheduled 24/7 on call support)
Fluency in English, oral and written

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