An interview with our System Analyst who started working for Sprout 1.5 year ago.
What is the typical role of an IT Analyst, what do you do and what are your responsibilities?
We do the on-site work for our service teams that can't be done remotely. It’s very varied in the tasks we have day to day. It can cover simple first line level faults up to 3rd line investigations.
We are assigned a set of regular client sites that we visit on a regular basis, during these site visits, our responsibility is to report and resolve any IT issues that occur during the visit and escalate to alternate teams if required. We are available as an ad-hoc resource to investigate issues that may crop-up throughout the day. We also play a vital role in the deployment and support of projects
What are the various common issues you face?
It’s very varied and we cover a whole range of different functions
Common tasks would be to setup and configure new PCs, rebuild machines with OS faults
Large range of application issues for Windows and Mac devices. Usually office and other common programs but also some proprietary or custom applications, hardware diagnostics such as investigating, faulty components, investigating network drop-outs and coverage dead spots, data recovery and transfers.
What Qualifications did you need for this role?
I previous worked in the IT field at 2nd line level. I have strong experience with Windows OS, common troubleshooting knowledge, hardware troubleshooting experience. I also have A levels in relevant fields, industry certifications ( I personally have HP and Lenovo hardware diagnostics, Microsoft networking and a few others).
What does a typical day look like for you?
Each member gets assigned a set of usual sites, they will have regular visits to these sites allocated in our calendar. When at these sites, we respond to IT issues that occur while we are there and also take on jobs from the remote teams that need to an on-site resource to assist with. Our free slots in the diary are usually either used for ad-hoc onsite work or assisting the other teams back in the office. We have ample time for revision and personal development which we can do in the office. Occasionally you can be selected for project work which can range from everything from assisting with new WiFi installations to office moves
Why did you choose this profession?
There is a wide variety of roles to move about in and always learning something new due to the amount of technologies we get to have experience with. It's also very flexible in choosing what I specialise in and what areas I would like to grow
What do you feel are the key strengths of an IT Analyst?
It’s important to be flexible and be able to think on your feet. You must have strong communication skills for dealing with your team and clients as you will be face to face with them. Having experience with a wide range of platforms and technologies as each client has their own preferred technologies and ways of working
What has been your proudest piece of work in your role?
When remote teams are unable to identify a critical issue and you manage to resolve the issue while on-site is very rewarding so is working with the network and project teams on deploying a new WiFi solution for a major client.
What are the clients like?
You get the chance to work with a huge variety of people, all from diverse backgrounds and with different experiences. Many of the clients have different working styles and various approaches to dealing with day to day tasks. It gives you a chance to strengthen your people skills as you adapt the way you work to suit the needs and personalities of the clients. Large range of businesses from small family-run firms all the way up to large nationwide firms working on cases that will be in the headlines
What makes you good at your job?
Being a strong team player and helping the team out wherever possible
Being able to adapt to new situations and client demands
Experience with a wide range of different technologies and systems
Do you work as part of a wider team; how do you prioritise workload?
Regular visits are set in our team and personal calendars by our manager. All of the team members have team and personal ticket queues that we work through. Analysts work both as part of our own team and also alongside other teams, we can always contact anyone for assistance and regularly assist other members and other teams with resolving issues. Ticket priorities are set in a regular way (1-5) and some work is set for an agreed scheduled time
Anything else you'd like to add?
We have a great break-out room that I use for lunch and for revising. It's great for socialising in as we have a pool table and PS4. The best part is definitely the coffee machine though.
The office has a nice Sonos speaker setup, so it puts you in a good mood for getting through your day (and our end of month parties!!!)