We have an immediate opening for a IT Field Service Analyst within our Southampton office for an initial 6 month fixed-term contract. Suitable applicants should have previous experience providing 2nd line IT support within a professional services business, with strong foundation skills across the End-User Computer environment.
The successful applicant will be supporting approximately 600 users across 5 locations within a Windows and MS Office environment, as well as providing support to the IT project teams. You will share problem resolution and ideas for colleagues in your office with the support of a team of Field Service agents in each of our other offices, and contribute to a central knowledge base and best practice processes. The role reports to the IT Field Services Team Leader. An eye for best practice, organisation and a passion for IT and client customer service is more important than specific technical specialism, although you will need to demonstrate a good breadth of experience in providing IT technical support.
Given the nature of the role we do require attendance in our Southampton office (Chandlers Ford) from Monday to Friday. Occasional travel to our other offices may be required on a project by project basis. This is an immediate need for an initial 6 month term, but there may be further opportunity to extend thereafter.
Typical Workload
Responsibility for IT Service Desk tickets (Incidents, Problems, Service requests)
Support for key business applications including email, telephone, web browsers, Microsoft OS and Citrix Desktop
Technical/hardware support for laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers, Video Conferencing facilities
Problem resolution, root cause analysis, and continuous improvements for long term solution
IT Asset Management for starters and leavers
User engagement to encourage best practice and effective use of all services and applications
Occasional Duties
Evaluating and recommending products suitable for the business
Participating in projects as an SME, trial user or technical support
Liaising with suppliers for onsite support and strategic projects
Working with the Field Services team to deliver larger projects
Skills / Experience Required
Experience working in a professional services environment
Great customer interfacing skills; professional and personable with a 'can do' attitude and client service mentality
Relevant technical experience in a distributed end-user environment, MS Windows, MS Office
Technical/hardware support for desktop PCs, laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners & photocopiers
Proven structured and analytical problem-solving ability
Excellent communication skills both written and verbal with a willingness to share information and learn from others are also essential.
A full driving licence is beneficial but not required
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