IT Support Analyst

NATIONAL VETERINARY SERVICES LIMITED

JOB DESCRIPTION Job Title: IT Support Analyst Reports to: IT Service Desk Manager Department: IT Business unit: NVS Group Prepared by: IT Service Delivery Manager Date: September 2024 Main purpose of the role Provides user support and troubleshoots incidents affecting business systems and end-user devices, such as PCs, laptops, mobile phones, and printers. The primary objective is to enable users to maximize their productivity through the efficient and secure use of ICT equipment and software.

Contributes to IT projects, including hardware build, software deployments, network connections and configuration.

Follows ITIL best practices within the Service Desk and Incident Management functions. Key Responsibilities Service Desk functions Customer service support

Incident management

Problem management

Change management

Application support ITSM Duties Receives and handles requests for service, following agreed procedures

Promptly allocates calls as appropriate

Logs incidents and service requests and maintains relevant records

Follows agreed procedures to identify, register, and categorise incidents

Gathers information to enable incident resolution and allocates incidents as appropriate

Capturing of satisfaction feedback from users

Supporting the move to user self-service by ensuring knowledge base articles and training is effective

Supporting the continuous improvement of IT service delivery, improving closure & satisfaction rates Other Responsibilities but not limited to Active Directory management, with the creation of new users, day to day support issues and managing leaver accounts

Perform simple installations, replace consumable items and check the correct working of installations

Mobile device support and asset management

Documenting resolutions to build up an maintain the internal knowledge base articles and create help documents that can be shared with the wider teams

Occasional travel to other NVS locations Personal attributes: Qualifications, experience, skills, knowledge and competencies required to fulfil the role REQUIRED Experience in a similar role

Innovative by nature and happy to experiment with new technology solutions in controlled environments

Thrive on delivering excellent customer experiences.

Happy to share and move ideas forward.

Problem solving ability

Experience of working in a team

Attention to detail

Organizational skills, with the ability to prioritize without direction PREFERRED ITIL accreditation

A-level educated (or equivalent)

Experience of warehousing and distribution systems

Experience within a GxP compliant environment