This job ad has been posted over 40 days ago...

Full-time Support Analyst

at Capita Symonds in Carlisle

Job 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 based in the North, from our Carlisle office, though you must be prepared to travel to each of the following offices as and when required: Kendal, Barrow, Durham, Newcastle, York, Leeds, Sheffield and Nottingham this will be on a “onsite support when required” basis to be discussed further at interview.
Own transport essential.




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.

Develop and maintain good working relationships with key players in the business such as the firstpoint service desk team, Profit Centre Managers and department heads.

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

A very strong technical understanding of Microsoft Office and Operating Systems. Experience of troubleshooting hardware such as 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. Able to conduct research into systems and products as required.

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

Ability to present ideas in a user-friendly language. Highly self-motivated and directed.
Desired Experience / Skills
Professional approach to, and an understanding of, IT Service Delivery

Demonstrated leadership and personnel management skills.

Demonstrated Project management skills

An awareness of financial implications of IT costs

Professional Networking certifications

Understanding of ITIL Framework to Foundation Level


The Individual

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 18-12-2011
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