IT Support Analyst Job at Bell Integration – in Knowsley

Job Description

Overview: IT Support Analyst – EUS
Location: Knowsley

Bell Integration is a technology services provider; supporting its customers through the complex lifecycle of their assets from acquisition through to retirement, including supply of the resources required to consult, support and project manage throughout the journey. As an internal EUS IT Support Analyst you will support Bell Integration in the delivery of these services to the customer.

Job Purpose: *
To provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs.

The IT Support Analyst is responsible for level 1 and 2 support across a Windows 7/10, Windows Server, Exchange and Active Directory technical environment along with support for scanners and printers and mobile phones. Also supporting Wireless Access Points at height operating a scissor lift

Responsibilities: Day to day responsibilities:

  • Responsible for escalation from Service Desk
  • Identify specific nature of user difficulties and provide specific and effective response to solutions
  • Work with users to understand a problem, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone
  • Provide desktop support services to defined service levels
  • Interact with other Customer support teams to resolve issues
  • Assist customer end users with day to day desktop needs
  • Monitor, manage and resolve logged issues to a satisfactory resolution
  • Installation and management of peripheral equipment such as printers and scanners
  • Creation of Knowledge Articles and process improvements
  • Ensure regular and timely response based on customer’s SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plans
  • Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
  • Build partnerships with users by regularly demonstrating expertise and professionalism
  • Independently assess and effectively respond to users’ requests
  • Follow through on commitments made to users
  • Develop and document procedures/technical resolution as part of building a training library
  • Independently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate

‘Smart Hands’ Service Call-out:
Provide out of hours support on a shift rota basis for high priority incidents where remote support teams require on site assistance
Qualifications: Essential Experience:

  • 2+ years appropriate IT background and experience
  • Scissor lift training an advantage, but training will be given
  • Appropriate customer facing/user support experience – level 1 and 2
  • Demonstrable experience in supporting Windows Server technologies, Exchange, Active Directory, Windows 7/10
  • Office 2010-2016 and Office 365
  • Hardware, Scanner and Printer support
  • Mobile phone support
  • Understanding of IT workflows/ITIL practices
  • Knowledge and understanding of working to defined SLAs
  • Excellent communication & customer engagement experience

Job Type: Full-time

About Company

Company: Bell Integration –

Company Location:  Knowsley

About Bell Integration -