Senior IT Support Analyst

at  Blackwoods

• Opportunities to grow and develop your career
• Support internal customers at a national level
• Blackwoods - one of the leading B2B suppliers of industrial equipment

SOME OF THE SKILLS:

• Desk support experience and working knowledge of IT diagnostic utilities
• Understanding of Windows10/Windows 11 fundamentals and experience with operating systems
• Experience with supporting Microsoft O365, Microsoft Dynamics USD and Fin Ops
• Excellent team collaboration skills, with a hands-on and proactive approach
• High level interpersonal skills, with a focus on rapport-building and communication

• Field incoming requests from end users via ServiceNow
• Log all calls into the IT Service Management tool as per the Service Desk call handling process, ensuring all information of the enquiry is documented accurately
• Manage the relationship between Service Desk, internal customers and other teams
• Provide guidance and support to IT Support Analysts to ensure they can develop their skills and provide better services
• Prioritise and schedule the resolution of incidents and fulfilment of service requests, providing point of escalation
• Working collaboratively with other support analysts, assisting in resolution of calls