Description
We have an exciting opportunity for a Systems Analyst to join a well established organisation on an initial 3 month contract in Slough.
* Role inside IR35 - Umbrella Contractors only*
Reporting to the IT Systems Team Lead, the Systems Analyst will
*Adhere to all process to ensure all departmental KPI targets will be achieved
*Record all Systems Team support requests received by telephone or email formally in the appropriate Logging System
*Follow the correct call handling processes to provide an efficient end user service, including the appropriate use of wrap time, talk time, breaks, hot buttons and being available
*Record, monitor, update and respond to system support requests in a timely manner, owning each call to completion, or, by reassigning it to other areas of the Team/IT Department, as per process
*Provides cover and support for colleagues on a short term basis for holidays, shifts and absence
*Registers issues with the Third Party Supplier Support Team as required and ensures the request is tracked to completion
*Provides support and training to the end user at their location with prior agreement from the Team Lead
*Assists in the documentation of processes, procedures and 'how to' documents
*Undertakes activities required to set up new system users and disable remove leavers
*Engage fully with SBC management
*Participate in all training and self- learning programs as required in regard to Health & Safety, Security and Risk etc.
*Act as a project resource, reporting back to project managers, as required.
*Cross trains colleagues in application skills ensuring the Systems Team can provide a minimum standard of support to the majority of key applications end users.
Essential Skills
*Has two years' experience in a support role
*Previous Local Government, Education, social care or housing Experience
*Demonstrates technical competence to support standard applications
*Has developed communication care skills both verbally and written
*Demonstrates necessary skills to create and document new processes and guidance procedures
*Self-motivated, proactive with a "can do attitude"
*Working in an ITIL environment
*Computer literate
*Excellent customer skills and an effective telephone manner
*Any ITIL or Technical qualifications will be positively received
So if you are a Systems Analyst looking for your next exciting opportunity please apply today!
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