We currently have a vacancy for a full-time, permanent IT Service Analyst based in our Coventry office to support and build on the company’s success and growth.
You will have:
- 6–12 months’ experience working in an IT Service Desk support function.
- Ability to work well under pressure and use initiative.
- Excellent interpersonal skills: diplomatic and able to inspire user and employee confidence.
- A passion for delivering first-class, customer-centric IT service to our internal customer base.
- Good understanding of ITSM and ITIL (or equivalent) is desirable.
- Basic understanding of cyber security.
- Good knowledge of M365, M365 Admin, and Windows, including user administration (or transferable skills).
- Experience managing hardware running the following OS: Windows 10, ChromeOS, iOS.
- Knowledge of Microsoft-based operating systems and Android/iOS.
This position involves:
- Providing support for end-user applications (e.g., M365, Microsoft Office, in-house/industry-specific apps).
- Troubleshooting application issues and errors.
- Providing support for M365/Active Directory & operating systems (Windows/Android/iOS).
- Logging and categorising incoming support requests.
- Providing first-level/second-level support and troubleshooting.
- Handling user requests for IT services (e.g., password resets, account creation, software installations, hardware procurement).
- Updating and maintaining the knowledge base with articles and solutions to common issues.
- Creating and tracking IT asset records in our Asset Management database (hardware, software, licences, etc.).
- Generating reports on incident volume, resolution times, and other metrics.
- Onboarding new users and providing IT orientation.
- Participating in IT projects and initiatives.
- Adhering to IT security policies and procedures.