Technical Support Analyst

Job Title: Technical Support Analyst

Location: Working between 2 sites in Norwich (NR6 and NR7)

Hourly Pay Rate: £15.33

Hours: 37.5 per week (Monday to Friday, 09:00 to 17:00)

Length of the contract: 6 Months

Gi Group are now seeking to appoint an experienced Technical Support Analyst to our Public Sector client based in Norwich. The Technical Support Analyst will provide second line support to the organisation's IT users located across all sites. The postholder will also ensure a range of digital information is processed in accordance with policies and procedures, investigate a range of digital issues, advise users on systems and policies, develop and adapt a range of software, web pages, and information reports, install a range of hardware and software, analyse and interpret information and data, and deliver digital training.

Duties of the Technical Support Analyst

• Providing second line technical support regarding end user devices, peripherals, and associated software packages, including installation, maintenance, upgrades, fault diagnosis, and repair.
• Providing specialist technical advice and training to users and team members.
• Using technical knowledge to troubleshoot calls and provide advice and fault resolution in accordance with the Digital Service Level Agreements.
• Maintaining ownership of IT issues and maintaining communication with users to achieve response targets defined by the Technical Manager through input into continual service improvement.
• Monitoring the organisation's infrastructure, raising support calls, and escalation when appropriate.
• Utilising existing technologies to obtain and maintain complex software and hardware information and to remotely administer systems.
• Resolving 'second level' problems which have been escalated from the first level, using own judgement to prioritise workload accordingly.
• Responsible for asset management tasks across the life cycle of the organisation's hardware, including asset tagging and updating CMDB with new and decommissioned equipment.

Role Criteria

• Diploma in IT or equivalent knowledge or experience.
• ECDL or equivalent knowledge.
• Minimum of 2 years' experience in IT support.
• Intermediate knowledge of MS Windows Operating Systems, Windows Server and Active Directory, LAN, WAN, wireless networking, structured cabling topologies, PC architecture, backup software, remote access applications, and TCP/IP networking.
• Experience of network management systems, network monitoring, computer aided dispatch systems and associated interfaces, radio systems, and telephony systems, including analogue and digital services.
• Ability to communicate technical information to non-technical staff in a way they can understand it.
• Ability to travel between sites (full driving licence and access to own vehicle).

Hiring Contact: Tiegan Clark

Agency: Gi Group

Should you require any support or assistance, please contact your local Gi Group office.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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