Job Details

IT Support Analyst

About

Description

As an IT Support Analyst, you will play a crucial role in supporting our IT operations by serving as the initial point of contact for all IT-related issues within the organization, particularly for our radiologists. Under the supervision of the Global Service Desk Manager, you will collaborate closely with the IT team and our users to ensure smooth and efficient IT operations. This role requires a proactive approach to problem-solving and an eagerness to engage in continuous learning and improvement initiatives in our IT support services.

Responsibilities

Serve as the initial point of contact in the IT support call centre, promptly answering calls per the service level agreement, documenting user issues in the ticketing system, and addressing them
Offer technical assistance to both in-house and external clients, including Radiologists
Ensure timely and professional resolution of incidents and service requests
Diagnose and resolve fundamental technical issues involving hardware and software, with on-the-job training available for support
Address client issues, manage workflow-related troubleshooting, and escalate significant hardware or software problems
Follow established departmental policies and procedures
Maintain communication with customers about the progress of their tickets to set expectations and promote satisfaction
Configure, deploy and support end-user computing
Keep an accurate record of hardware inventory in the asset register
Support the Radiologists by aiding in the setup and deployment of hardware
Engage in project work and other tasks as assigned
Your work includes working a 45-hour week over a 6-day week, 7
5 hours/day (including either a Saturday or a Sunday)
Your manager will determine your working pattern
Your salary will be inclusive of working over bank holidays to provide support cover