Tech Support Analyst (Tech Desk)

The job in a nutshell

Are you experienced with providing effective incident management support and request fulfilment as part of a busy Tech Desk in a fast moving organisation? Are you able to effectively build and manage professional and personable relationships with a variety of business stakeholders in the end user community? GoCompare have an exciting opportunity for a driven and multi skilled Tech Support Analyst to act as a functional escalation from Tech Desk. You will provide effective incident management support and request fulfilment for all desktop support requests in our growing Newport office.

You will be instrumental in ensuring the business and stakeholders are effectively supported through exemplifying a strength in knowledge of IT technologies and processes, with a can-do attitude and approach to assist the end user community with any Tech and office related queries. You will ideally have a strong knowledge of active directories, office 365 and have previous experience with hardware and software builds.

You will be the first front facing point of call for Teach team and act as the main interface between them and the rest of the business. This is a highly social role and you will have a natural flare and enthusiasm for working with people and building relationships, coupled with a strong technical know-how.

Skills and experience you’ll need to have

  • Educated to degree level and/or relevant work experience.
  • IT Service Management certificate and/or working knowledge of Service Management best practice.
  • Previous experience in an IT support role
  • Strong knowledge of Microsoft software and systems
  • Excellent knowledge of the procedures used in installing, maintaining and configuring  IT software and hardware
  • Good understanding of installation and maintenance of Apple and Microsoft operating systems
  • A strong ability to troubleshoot and collate information to aid in the resolution of user issues
  • Excellent customer service and communication skills
  • Proven understanding of networking fundamentals, such as VLANs, VPNs, and DHCP

What you’ll be responsible for

  • Provides excellent customer service to staff raising IT issues
  • Ensures that all IT issues are recorded and managed
  • Researches and troubleshoots all service-impacting IT issues providing a high level of customer satisfaction
  • Assists in the coordination of change and problem resolution
  • Ensures the IT knowledge base is maintained, and CMDB is updated
  • Coordinates the IT procurement process
  • Coordinates the provision, implementation and maintenance of IT equipment
  • Documents work instructions to support Tech Services

Who you’ll be working with

  • Liaises with Tech management to report or escalate issues
  • Manages liaison relationships with a wide range of hardware, software and service suppliers
  • Occasionally works directly with partners to ensure swift resolution of technical queries and incidents
  • Liaises with Infrastructure to resolve more complex issues

About us

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after a great utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings great energy deals from more suppliers than any other UK switching site to UK households and businesses.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £27,000 plus benefits and bonus

Location:

Newport

Job Reference:

gocompare/TP/41/218

Closing date:

27th September 2019

Contract type:

Full time

Contract details:

Permanent

Working hours:

37.5 hours per week

Go for it