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Full-time IT Support Analyst - Field Based - Watford/Oxford

at Capita Symonds in Based at home


Vacancy Description

The Support Analyst role involves the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking and reporting of high priority incidents to senior management.

This position is primarily based in Watford or Oxford – and covers those sites along with Berkhamstead, Cambridge and Chelmsford.  Occasional cover within the M25 and as far as Birmingham may occur.


Essential Experience/Skills
Installing, configuring, maintaining, and troubleshooting end user Desktop hardware, software, and peripheral devices.

Adhere to escalation procedures in line with current practices working to deliver on OLA’s and SLA’s to meet the business requirements.

Develop and maintain good working relationships with key staff members in the business such as Profit Centre Managers and department heads.

Experience in a fast moving, customer-facing, end user support environment.

A very strong technical understanding of Microsoft Office and Operating Systems.  Experience of troubleshooting hardware such as Desktops, laptops, printers, servers, routers, bridges, switches, hubs, modems, network interface cards, and so on.

Good understanding of the organisation’s goals and objectives.

Knowledge of applicable data privacy practices and laws.

Excellent interpersonal, written, and oral communication skills.  

Competent fault finding skills and experienced in the resolution of incidents.

Ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations.

Highly self-motivated, directed and capable of presenting ideas in a user-friendly language.  

Keen attention to detail.  Proven analytical and problem-solving abilities. Strong customer service orientation.

Experience working in a team-oriented, collaborative environment.


Desired Experience/Skills
Professional approach to, and an understanding of, IT Service Support and Delivery

Demonstrated ability to manage time and workload.
Demonstrate personal management skills.

Demonstrated Project management skills

An awareness of financial implications of IT costs

Professional IT and  Networking certifications an advantage,

Understanding of ITIL Framework to Foundation Level
Current Driving licence.


Personal Attributes
Possible requirements to attend and work on different site locations, country wide, sometimes at short notice

Prepared to work outside normal working hours when required



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Published at 04-11-2013
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