IT SUPPORT ANALYST
IT SUPPORT ANALYST JOB DESCRIPTION
To provide first line help desk support to AURA Clients/Users, assisting them with hardware and software problems via phone, email or physical attention.
The main job is not just to fix problems. It is to maintain user productivity through Aura IT, and to restore to optimum that productivity, as quickly as possible, when it has been impeded by a failure in either the hardware, the software or its use.
DUTIES AND RESPONSIBILITIES
To provide 1st line operational and technical support; answering support queries via phone, email and desk side physical support.
To provide technical support and advice to all users of Aura Application services so that operational problems and queries are diagnosed and resolved as quickly as possible.
To maintain a high degree of client service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
To log all calls on the call logging system.
Respond to enquiries from clients and help them to resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected and solutions generated.
Support users in the use of their computer equipment and Aura Software applications prerequisites by providing/loading the necessary facilities, training and advice to users.
To allocate more complex calls to the relevant Second Level Support team.
To arrange for and follow up second level technical support where problems cannot be resolved in country.

SKILLS / ATTRIBUTES REQUIRED
Previous Help desk (telephone support) experience.
Excellent telephone manner.
Experience of using call logging software.
Strong knowledge of Microsoft based operating systems with emphasis on Windows XP or Windows 7.
Experience with using and troubleshooting Microsoft Office, .NET
Basic understanding of PC hardware set-up and configuration.
MCP certification would be desirable.
Each member of this team plays a vital part in the services that the BTS (Business Technology) Service as whole delivers as they are, in many instances, the first point of contact for all staff and Partners when they require assistance or advice. This requires a greater understanding of customer care as well as high technical knowledge. Their efforts contribute to the BTS Support Service maintaining a high level of customer satisfaction being achieved.
The post holder must ensure that all requests assigned to him/her are dealt with efficiently and effectively, keeping the user informed of progress, and logging resolution for future reference.
The yearly IT Strategy has the rolling programme for replacement of PCs and upgrades to existing stock to base specification. The job of the analyst will therefore include Installation of all software to client access equipment using a variety of tools in accordance to the IT Security Policy. Configuration Management of Inventory for hardware and desktop software required for Aura operation including the rollout of Windows 7 and the new Aura versions.
Challenges.
To identify, diagnose and rectify any number of problems which emanate from the operating system, application software or hardware in such a way that ensures minimum down time to the user, whilst maintaining the integrity of the data. To report correctly into the Service Desk System all incoming requests and update the system with resolution details.
To continually update skills and knowledge in the latest IT technologies and the products developed or chosen by the firm for her operations. In the ever changing environment of the “desktop” computer and peripherals it is essential for the post holder to keep abreast of the rapid technological developments in order to evaluate computer products (PC’s, software etc) and carry out user acceptance tests prior to any rollout.
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