Tech Support Analyst

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.

We were recently admitted to the LSE and through the successful acquisition of MyVoucherCodes, are looking to continue our recent success and growth. 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 be the first front facing point of call for the IT and Data Engineering 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 or equivalent experience in an IT support role
  • IT Service Management certificate 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 knowledgebase is maintained, and CMDB is updated
  • Coordinates the IT procurement process
  • Coordinates the provision, implementation and maintenance of IT equipment
  • Document 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.
  • Liaise with Infrastructure Team to resolve more complex issues.
Go for it

Up to £28,000 + Benefits and Bonus

Job Reference:


Contract type:

Full time

Closing date:

15th March 2018

Go for it

Where we live

Our office in Newport is off junction 28 of the M4, and is a short walk from Tredegar House (ideal for a quick stroll at lunch time). To find us, our address is: Imperial House, Imperial Way, Newport NP10 8UH