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