IT Desktop Support Analyst - Active SC Clearance required - Bristol - Contract
My client who are leaders in their field are looking for a Desktop Support Analyst who will be 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
* 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
* 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
* Act as an escalation point for 2nd Line support issues
Experience Required
* 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
* Working knowledge of database/excel structures/tables/configurations
* experience in data analysis and good numeracy, analytical and reporting skills
* Qualifications: Certification from Microsoft
* ITIL V3/4 Foundation Qualification
* Working knowledge of Service Now