IT Support Analyst

Summary about this job

Detail information about job IT Support Analyst. Terms and conditions vacancy

• Competitive salary and benefits package and a comprehensive training programme
• Financial support to relocate to Melbourne, if required

Who are Frazer-Nash?

We are a systems and engineering technology consultancy that helps organisations deliver innovative engineering to make lives secure, sustainable and affordable. Our people join us to make an impact on the world and to learn from some of the best minds in the industry. Our people stay with us because they value our highly supportive team environment and the career opportunities provided by our sustained growth.

The IT Support Analyst provide end-user support and guidance for all technology systems and services utilised by the business.  Support analysts are a key interface between the IT department and the rest of the business, and provides a single point of contact for users. They will resolve the majority of user issues, and ensure all issues are recorded and dealt with appropriately.

Requirements:

Technical

• Support for all IT systems and services, including desktops, laptops, general hardware and infrastructure, local and wide area networking, telecommunications systems
• Taking end-to-end ownership of incidents, ensuring accurately and timely update are maintained in the service desk tool
• Monitoring of all Service Desk contact points in support of IT Services, ensuring availability and responding to users to the agreed SLA.
• Taking ownership of issues and managing them until a solution has been provided and the incident is closed to the user's satisfaction.
• Consulting with technical teams to resolve incidents that are beyond the scope of the Service Desk
• Where required or delegated, log support calls with 3rd party support companies for hardware and software, and manage the subsequent process to a satisfactory conclusion
• Processing of service and change requests from users within the agreed timescales. E.g. setting up new users, purchasing equipment etc.
• Assist with the administration of the wider infrastructure where required
• To assist with pro-actively identifying issues and projects which could improve the resiliency or efficiency of all technical systems

Policy & Process

• Comply with the policies and procedures defined in the IS Department Manual and company Quality Manual.  Taking special note of the Security and Information Assurance Policies in all activities.
• Provide holiday, sickness and busy period support as required.
• Ensure that company guidance, policy and process is adhered to by end users.

People Skills

• Communicate at all levels and promote the company vision and culture.
• Actively share information and offer advice and encouragement to others in support.
• Have high quality inter-personal skills.

Skills & Attributes

• Evidence of Senior Secondary school qualifications
• Experience of working on a user facing IT Service Desk
• Windows 7/10 desktop support
• Microsoft Office support (2013 or later)
• General desktop support (PC Hardware, PC build, printers, etc.)
• General IP networking skills (DHCP, DNS, ipconfig, etc.)
• Technical capability with a focus on supporting Microsoft technologies.
• Be able to work on his/her own initiative.
• Demonstrate practical knowledge and problem-solving strategies.

Health and Safety

• Make every reasonable effort to safeguard health and safety at work.  This duty extends beyond our offices into the consultancy services we provide to our clients.
• Ensure that all recommendations made, when acting in an advisory or consultancy capacity, conform to the requirements of the Health and Safety at Work Act.
• Ensure the safety of both themselves and their colleagues.  This responsibility is a legal requirement which is shared by every employee.
• Be aware of, and comply with, the contents of the company Health and Safety Handbook.

Environmental

• Have a general awareness of environmental issues and to understand how their activities can affect the major environmental impacts and risks caused by our business.
• Make every reasonable effort to prevent pollution and minimise the environmental impact of our office activities and those arising from the provision of our services.
• Be aware of relevant environmental legislation and to report any environmental incidents or near misses.

Information Assurance

• Adhere to the Frazer-Nash Consultancy Information Assurance Manual and Handbook of Security Procedures.
• Ensure that the appropriate levels of protection, storage and access control are applied to all information in Frazer-Nash possession.
• Adhere to the acceptable use policy for all Frazer-Nash IT systems and resources to which they have been granted access.
• Ensure the physical security of Frazer-Nash premises when responsible for the locking up process.

We provide a competitive salary and benefits package, a comprehensive training programme and support and mentoring for ongoing professional development.