IT Analyst

Overview

Provide 1st/2nd line IT support, handle incidents, ensure SLA compliance.

Key Responsibilities

• initial triage
• troubleshooting
• incident prioritisation
• major incident
• trend analysis
• first fix

Tasks

-Ensure detailed and accurate information is captured at the first point of contact. -Provide initial troubleshooting and diagnostics capabilities -Prioritise and categorise incidents in line with our existing processes. -Assist in the handling and management of Major Incidents and outages -Identify incident trends. -Provide advice and assistance to our customers, partners, and suppliers -Provide outstanding customer service -Maintain our strong first-time fix rates. -Act as the primary point of contact for all incidents and requests -Promote a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers -Ensure incidents/requests are assigned to the correct technical resolver groups.

Requirements

• itil v4
• windows 10/11
• citrix
• active directory
• remote assistance
• customer service

What You Bring

-ITIL v4 Foundation level qualification would be desirable -Experience of supporting a Windows 10 / 11 desktop environment. -Experience of providing support in a Citrix thin client environment. -A good working knowledge of the Microsoft Office Suite (2016, O365). -A basic understanding of PC hardware -Desire to learn about Operational Security and how to handle initial investigations and corrective actions. -Previous experience working in a busy IT Service Desk environment. -Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey -Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn. -Basic networking principle (TCP/IP, DNS, WINS, DHCP). -Demonstrable experience of delivering outstanding customer service under pressure. -Vendor qualifications (Microsoft, CISCO, Citrix) would be desirable -A good understanding of Active Directory (On Prem and Azure).

People Also Searched For

Benefits

-Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership. -Career Growth: Shine in your career with advancement. -Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities -Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter. -Family friendly policies for new parents or if you provide care for a dependant -Holidays - Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further days. -Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions -Pension - Generous pension scheme, with extra contributions from Amey -Training Opportunities: Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.

About Amey

-Headquartered in London, delivers full lifecycle solutions across roads, rail, facilities, and utilities. -Blends data-driven consulting with large-scale delivery, advising on analytics, asset condition, and digital platforms. -Typical projects include major highway improvements, railway electrification, signalling renewals, complex facilities upkeep, and public-sector estate upgrades. -Consulting arm advises on strategic asset management for clients like Network Rail and MTA’s Long Island Rail Road, with operations in North America and Australia. -A standout example is a Birmingham highways turnaround, demonstrating ability to navigate challenges for resilient, long-term infrastructure outcomes. -From restoring historic bridges to optimizing EV charging networks in Manchester via bespoke data models, brings creativity and engineering rigour to projects.

Sector Specialisms