IT Support Analyst

Job Overview

The Maritime and Coastguard Agency (MCA) is seeking an IT Support Analyst to join our IT Support function. The IT Service Desk Team is the first point of contact for providing IT support, guidance, and advice to the Maritime and Coastguard Agency on a 24/7 basis. The team facilitates IT service requests and key communications as the face of our IT teams.

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King's birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below! Find out more about what it's like working at:
Maritime and Coastguard Agency - Department for Transport Careers.

As an IT Support Analyst, you will be providing exceptional experiences and customer service to all our business users in the delivery of IT incident, IT problem and service request management, working closely with the IT system Engineers.

Your responsibilities will include, but aren't limited to:

• Manage IT incidents and Service Requests through to resolution within agreed time frames.
• Provide first line response and resolution to internal and external customer incidents and queries (by phone, email, chat, in person and more) for all IT systems and devices.
• Capture and update call information within the IT Service Management tool.
• Create, maintain, review and share knowledge documentation.
• Remain technically adept with IT platforms, equipment, and IT applications used.
• Configuration, packaging, and distribution of IT equipment to customers.
• Capture frequent and quality data updates to key system information (including systems and devices).
• Contribute to and partake in high priority incident management activities.

Have you worked within an IT support environment? Do you enjoy supporting users when systems really matter? Can you deliver exceptional experiences and customer service?

Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

For more details please go to .