Deskside & Technology Support Analyst
Fully Onsite – Bristol
6-Month contract – Inside IR35 - £34phr – 37.5 hours per week
Must have current active SC Clearance
Purpose of the Role:
The Deskside & Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
* Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to best practice guidelines
* General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
* Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
* Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
* Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
* Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
* Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
* Support the set-up of new offices, sites or projects across the local region
* Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
* Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
* Act as an escalation point for 2nd Line support issues
* Ensure maintenance of all conference room IT facilities,
* Act as an escalation point for local service issues
* Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
* Daily analysis of reports from the Team Lead reviewing tickets outside of SLA
* Provide reports and updates on current issues to the Desk Side and Technology Support Team Lead
* Works as directed by Desk Side and Technology Support Team lead
* Provide cover for the local Desk Side and Technology Support Team Lead when required
* Provide Support for members of the team
* Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Experience Required
Essential:
* At least 4 years’ experience in IT Service Management principles and processes
* High level of proficiency and knowledge of working in a Corporate IT environment
* Experience in working to (and exceeding) Service Level Agreements
* Broad technical understanding of IS services being supported
* Ability to learn, understand, and apply new technologies.
* Strong business focus and customer service skills
* Working knowledge of database/excel structures/tables/configurations
* experience in data analysis and good numeracy, analytical and reporting skills
* A valid driving license is essential as travel will be required to other offices
* Travel expected to other offices
Desirable:
* Qualifications: Certification from Microsoft
* ITIL V3/4 Foundation Qualification
* Working knowledge of Service Now
* Customer Service Experience