IT Support Analyst

at  Hymans Robertson LLP

The IT Service Desk is the first point of contact between staff and the Firms technology community.
The IT Support analyst will provide first line triage and technical support to internal staff and clients. We require an experienced IT Support Analyst to join our busy, highly professional end user focused team.
The successful candidate will work in a 60:40 Hybrid model, with 3 days in the Office. There will be occasional travel to our Edinburgh Office.
Working as part of a team, the Support Analyst is responsible for the accurate recording, ownership, lifecycle management and timely resolution or escalation of requests and support logged via the Service Desk ticket system.
The Support Analyst will be expected to perform analysis and technical troubleshooting as part of the role. The role requires an aptitude for working with end user technologies, along with excellent customer service skills.

ACCOUNTABILITIES:

The successful candidate will own many responsibilities including.

• Take ownership of Support Cases logged via our IT Portal which operates from 8am until 5pm Monday-Friday, as per shift rota.
• Provide Desk Side support to the Glasgow office on a Rota basis, log all incidents and requests that arise through floor walking.
• Be available to attend other Offices on occasion to provide Desk Side Support.
• Demonstrate Incident Management, owning all tickets, keeping our users advised of the steps being taken to resolve their Ticket, full end to end process.
• Taking ownership of end user Requests and following up on behalf of the end user, communicating progress in a timely manner and within SLA.
• Provide excellent customer service via the Phone, over Teams, by email, and at desk.
• Demonstrate the ability to see the situation from a customer’s perspective and offer the appropriate support and/or solution.
• Continually look for ways to improve the overall support services to the firm through knowledge and process management.
• Supporting the Infrastructure team in the daily monitoring of systems; building relationships with wider IT teams.
• Escalate issues to the other SD staff in accordance with established protocols.
• Maintaining high standards against established departmental processes and procedures, inclusive daily checks, and system administration
• Adherence to IT information security standards, policies and procedures to ensure consistent quality of service.
• Flexibility on work patterns will be required, which may sometimes include work out with normal business hours.

QUALIFICATIONS / EXPERIENCE:

• Relevant ITIL Certification preferred.
• Other IT Certifications can be considered.

KNOWLEDGE AND SKILLS:

• Excellent Customer service skills.
• Work in accordance with ITIL processes and procedures.
• Logical approach to technical troubleshooting and problem solving.
• Able to demonstrate a working knowledge of the following core technologies:
• Microsoft Desktop Operating Systems (Win 10/11)
• Microsoft Active Directory Users and Computers
• Microsoft Office Suite
• Knowledge of building Laptops and troubleshooting support issues.
• Knowledge of configuring and troubleshooting support issues.
• Health and safety awareness in the working place.

• Take ownership of Support Cases logged via our IT Portal which operates from 8am until 5pm Monday-Friday, as per shift rota.
• Provide Desk Side support to the Glasgow office on a Rota basis, log all incidents and requests that arise through floor walking.
• Be available to attend other Offices on occasion to provide Desk Side Support.
• Demonstrate Incident Management, owning all tickets, keeping our users advised of the steps being taken to resolve their Ticket, full end to end process.
• Taking ownership of end user Requests and following up on behalf of the end user, communicating progress in a timely manner and within SLA.
• Provide excellent customer service via the Phone, over Teams, by email, and at desk.
• Demonstrate the ability to see the situation from a customer’s perspective and offer the appropriate support and/or solution.
• Continually look for ways to improve the overall support services to the firm through knowledge and process management.
• Supporting the Infrastructure team in the daily monitoring of systems; building relationships with wider IT teams.
• Escalate issues to the other SD staff in accordance with established protocols.
• Maintaining high standards against established departmental processes and procedures, inclusive daily checks, and system administration
• Adherence to IT information security standards, policies and procedures to ensure consistent quality of service.
• Flexibility on work patterns will be required, which may sometimes include work out with normal business hours