Junior IT End User Support Analyst
Posted Updated
Description
De La Rue is growing and we are currently looking for a Junior IT End Support Analyst to join our IT team.
Duties include:
• Responsible for providing 1st line support for hardware, software and network issues via phone, email or in person
• Resolving issues quickly and efficiently ensuring smooth business operations
• Ensure the documentation and tracking of issues using the ITSM tool
• Ownership and management of basic 1st line support tickets from troubleshooting through to resolution
• Provide regular updates to customers in line with team KPI’s
• Perform post-resolution follow-ups with end users who have logged calls
• Responsible for all End User Support IT onboarding and offboarding activities including the set up of new user accounts and End User equipment
• Conduct routine maintenance on hardware and software
• Shadow experienced technicians on support tasks and projects
• Learn to troubleshoot operating systems, software, and network issues
• Contribute to the maintenance and updating of all IT documentation including training materials and knowledge base articles and asset records
• Participate in asset management, ensuring IT equipment is tracked through the device lifecycle adhering to the latest asset management processes
• Assist the wider team in ensuring the IT stock is managed appropriately so that our Procurement team can make quick decisions on items being ordered
• Collaborating with members of the IT End User Support Team and Infrastructure Engineers to address any customer requests or issues
• Learning about the company’s network, systems, and procedures to provide effective support to all teams.
• Working with the IT Service Desk team to improve processes, escalate tasks, and adhere to KPIs.
Requirements:
• Minimum Diploma in IT or in a related field.
• A keen interest in IT and problem-solving.
• Good communication and interpersonal skills.
• Ability to work both independently and as part of a team.
• Willingness to learn and develop new skills.
• Strong customer service skills
• Positive attitude with a proactive approach to work
• Flexibility to work in a fast-paced environment
Duties include:
• Responsible for providing 1st line support for hardware, software and network issues via phone, email or in person
• Resolving issues quickly and efficiently ensuring smooth business operations
• Ensure the documentation and tracking of issues using the ITSM tool
• Ownership and management of basic 1st line support tickets from troubleshooting through to resolution
• Provide regular updates to customers in line with team KPI’s
• Perform post-resolution follow-ups with end users who have logged calls
• Responsible for all End User Support IT onboarding and offboarding activities including the set up of new user accounts and End User equipment
• Conduct routine maintenance on hardware and software
• Shadow experienced technicians on support tasks and projects
• Learn to troubleshoot operating systems, software, and network issues
• Contribute to the maintenance and updating of all IT documentation including training materials and knowledge base articles and asset records
• Participate in asset management, ensuring IT equipment is tracked through the device lifecycle adhering to the latest asset management processes
• Assist the wider team in ensuring the IT stock is managed appropriately so that our Procurement team can make quick decisions on items being ordered
• Collaborating with members of the IT End User Support Team and Infrastructure Engineers to address any customer requests or issues
• Learning about the company’s network, systems, and procedures to provide effective support to all teams.
• Working with the IT Service Desk team to improve processes, escalate tasks, and adhere to KPIs.
Requirements:
• Minimum Diploma in IT or in a related field.
• A keen interest in IT and problem-solving.
• Good communication and interpersonal skills.
• Ability to work both independently and as part of a team.
• Willingness to learn and develop new skills.
• Strong customer service skills
• Positive attitude with a proactive approach to work
• Flexibility to work in a fast-paced environment