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Now in our 31st year, ITEC has grown to become one of the UK’s leading office technology providers. Today, our 300 staff provide a dedicated service to over 3,500 organisations.
With our headquarters in Bristol and with regional offices across the UK providing local sales expertise and support services, we are committed to helping our customers achieve more from their technology by providing smarter working solutions.
Having extended our services and solutions beyond Managed Print, we also provide IT Infrastructure, Unified Communications, Connectivity, IT Support, Document Workflow, Mailing Solutions and a growing cloud solution portfolio.
Job Summary
Technical Analysts play an integral role in providing a high-quality support service to our customers.
The primary function of the role is to respond to customer IT support calls in a polite and efficient manner. The individual should be comfortable liaising with customers in person, over the phone or via email; possess a familiarity of Itec clients and the ability to access all relevant support tools and information as required.
Technical Analysts are expected to provide user guidance, perform service requests, maintenance and monitoring tasks, and respond to alerts. They should also have excellent personal presentation and interpersonal skills in face to face client environments. As well as have the ability to work as a ‘Team Player’ in and amongst an ever developing and growing team.
So they are able to perform the required function, it is essential a Field Technician has detailed technical knowledge of network infrastructure topology and support.
Technical Field Analysts must have a good understanding and ability to work unsupervised on desktop, network and server support.
The Technical Analyst will also be expected to:
- Provide level 2 support for key incidents and issues related to our clients
- Provide problem management and technical analysis
- Maintain existing infrastructure systems
- Ensure that systems are patched and maintained in accordance with the clients & ITEC’s expectations.
- Work with the SDM and Infrastructure Specialist team to ensure that any risks to availability or performance are identified.
- During exceptional busy period it may be necessary to support the Service Desk 1st line team to ensure the call answering KPI’s are maintained.
Main duties of the job holder
The Technical Analyst will play a crucial role in defining and evolving ITEC’s on the phone and in-person service delivery, this person will be integral to the mentoring and developing of the 1st Line Engineers in assisting with escalated calls and professional support.
Key Responsibilities:
- Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLA’s
- Provide onsite and remote desktop and server support
- Build rapport with all new and existing clients to develop positive working relationships
- Co-operation to promote the development of the service desk team and the success of the company as a whole
- Manage, update and close tickets in the 2nd line call queue.
- Actively chase suppliers or resolution groups for resolution to incidents or problems.
- Support the Service Desk team during busy periods to ensure call answering KPI’s are maintained.
- Proactively identify areas for improvement in conjunction with the Service Desk Manager
- Develop operational run books and knowledge base information
- Work as part of a team to implement/design new solutions.
- Working with 2nd line resources across ITEC to resolve or escalate problems.
- Act as an incident escalation point within in an ITIL Service Desk environment for the 1st Line Engineers.
- Ticket logging, escalating and regular feedback to the Team Leader and Service Desk Manager
- Ensure infrastructure is secure and meets security guidelines.
- Mentor team members on best practice.
- Develop and maintain run books. Ensure configuration documents are up to date.
- Ensure service processes for change, configuration and problem management are always adhered to.
- Raise Change Requests
- Be professional and courteous to colleagues and the clients.
Working Relationships and Contact
Key working relationships include: –
- Technical Analysts and Specialists
- Service Desk Team Leader
- Service Desk Manager
- Service Delivery Manager
- Customer contacts
- HR Department
Dimensions & Future Opportunities
The market is changing rapidly – our technical staff will need to provide more consultative as part of the sell as we go forward in order to remain ahead of the competition. Confidence in your ability to support will have a direct influence on our market penetration.
Your actual ability to deliver class leading support in a cost-effective manner will have a significant impact on our customer retention % and our net profitability.
Candidates can expect further opportunities to grow their career in line with their aspirations.
