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