IT Analyst

Key Responsibilities

• Provide prompt and positive hardware and software support both remotely and onsite.
• First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal and onsite.
• Professionally handle all tickets offered from the Belfast office with the objective of gaining an understanding of the customers incident/request and offering the appropriate support in a timely manner.
• Ensure all incoming and outgoing tickets offered are recorded correctly into tickets in ServiceNow at the time of receiving the information.
• Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.
• Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.
• Keep updated on new and ongoing problems and the workarounds associated with each
• Carry out IT specific daily operational actions as and when assigned.
• Monitor ServiceNow ticket queue constantly to pick up new tickets or updates and react to them proactively and appropriately.
• Provide customers with updates at least every 24 hours to ensure they are kept fully up-to-date of the status and progression of their issues.
• Understand and comply to all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to HSF Company Policies and IT Security requirements.
• Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF ensuring sharing of current IT situations, knowledge, procedures, and processes.
• Proactively maintain access to all the applications and services to undertake the role successfully.
• Assist with any ad-hoc IT support or project work when assigned
• Aim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awareness
• Liaise with vendors and suppliers when required

Key Performance Indicators

• Monthly Incident Resolution Times - resolving at least 80% of tickets handled
• First Time Fix Rate - at least 85%
• Quality Assurance - Managing more than 95% tickets to good standard or above

Qualifications, Skills and Experience

• Good educational background
• Experience of working at least 1 year in a large professional services environment e.g. Law, Banking, Consulting or Accounting
• Have held an active technical role in the support of multiple production environments.
  • Have up-to-date working knowledge of hardware, software, servers, networking, infrastructure, firewall configuration and administrative technical and troubleshooting skill
  • Experience with investigating and analysing Windows 10, Worksite/Filesite 9.3 and above Microsoft Office 365, Expert, Interaction, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand.
  • Experience in working with Azure / Hybrid environment
  • Knowledge of WIN 10, Surface pro, screens, monitors, printers and their functions as well as experience on BOYD support
  • Proficiency in Microsoft Office Application support with strong skills needed on Outlook and Windows 10/365
  • Experience with M365 , OneDrive, Sharepoint, MS Teams
  • Good technical understanding of communication tools (iPhone, MS Teams, email) and systems issues.
  • ITIL Foundation Certified an advantage but should as a minimum be able to explain ITIL best practices and reflect the ability to follow ITIL processes and procedures.
  • Confident and experienced on undertaking remote support investigation and implementing known solutions.
  • Experience in handling and communicating on Major Incident escalations and invoking support from the required support personnel and teams whenever on shift.

Applications close at 12pm (BST) on Friday 31st January 2025