Job Details  
Advertiser: Swan iT Recruitment Ltd

Job Title: IT Support Analyst
Rate:£ Per Year
Description: Mission

* will provide onsite primary technical support to VFS end users on various technical issues and problems relating to hardware, software and peripherals.
* will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.
* must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate Group IT colleagues.
* will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
* will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
* may require independent work, sharing information and assisting others with work orders.


* Provide exceptional customer service to VFS end users on the IT services in person, via phone and email as appropriate
* Think out of the box to find end-user solutions to accommodate business needs in a timely manner and efficiently
* Resolve help desk issues including troubleshooting hardware and software issues
* Manage IT equipment requests and access rights: computers, monitors, phones, subscription, printers, conferencing
* Lead special activities related to the Business and/or IT infrastructure project roll out support (E.G. Win10, special projects.)
* Escalate business requirements and local business needs through appropriate channels
* Secure efficient usage of IT services at site level and perform user administration duties

Technical Skills & Experience

* Demonstrated skills in trouble-shooting and problem identification and resolution in both software and hardware areas
* Strong experience with Windows 10, Microsoft Office applications, Microsoft Exchange and Outlook mail services, remote client access and internet browser technology and connectivity
* General proficiencies to include desktop system troubleshooting and all aspects of software installation and configuration
* Experience working with VFS (Voice Frequency System)
* Strong verbal and written communications skills including the aptitude to provide technical documentation and user-friendly communication tools
* Highly developed organizational skills with the ability to effectively manage changing priorities while keeping focus on timely problem resolution, customer satisfaction and follow-up
* Strong desire for exposure to new technology and challenges and an eagerness to learn
* Someone with excellent IT skills (E.g. smartphone, printer, …)
* Someone who is familiar with video conferencing

Soft Skills & Experience

* Someone who knows how to collaborate with high-level managers (globally)
* People Management skills and Time Management skills (achieving deadlines / SLA’s)
* Someone who can handle pressure and stressful situations
* Someone who is assertive and confident
* Someone who did coaching to end-users
* Exceptional customer service skills with the ability to communicate solutions to individuals of varying technical ability
* Strong analytical and problem-solving skills demonstrating personal initiative and responsibility
* Must thrive in fast-paced, demanding environment with changing priorities and multiple tasking
* Perform as an integral team player as well as an individual contributor
* Fluent in English, additional languages a bonus

ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Skills Required: IT Support
Job Type: Contract
Start Date: 1ST OF OCT
Contact: IT Human Resources Contact E-mail: Click
Contact Tel: 020 7747 1053 Contact Fax:
Reference: ITHR/38043 Added: 29-09-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
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