Desk Side & Technology Support Analyst - TEMP 6 months
Rate: £18 per hour
6 month contract
Our user services teams are committed to delivering a 24/7, 365 days a year service ensuring we keep our people and projects delivering for clients. This includes service desk, hardware and software asset management and software packaging teams providing the latest technology solutions available to future proof the organisation s technical ability.
Our technology delivery teams setup and run the IT infrastructure backbone of the organization including network, firewall, storage and unified communications. They enable the global nature of our business, providing seamless connectivity, communication and collaboration capabilities to our employees. This means we can all work collaboratively from anywhere in the world and on any device, using Office 365 and Skype for Business, improving the pace and quality of delivery for our partners and clients
Our applications delivery teams help build, implement, support and sustain the various corporate systems used by the company s functions and also the numerous digital offerings aimed at improving the efficiency of our internal teams and the value proposition to our clients. Here, we have teams dedicated to innovating, researching and experimenting with new leading edge technology and exploring emerging digital solutions using a combination of Full Stack development, Data Analytics, Digital Engineering, Intelligent Mobility and Digital Asset Management.
Our focus on delivering a range of IT services and digital solutions means at all times the needs of our clients are at the forefront of delivery, ensuring business change is managed in an effective way. We pride ourselves on being agile, quick to respond, and are able to deliver IT solutions within a short period of time, allowing for rapid project mobilisation for our business.
Purpose of the Team/Role
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
General troubleshooting of our clients desktop computing environment based on incidents service requests logged via the Global Service Desk.
Management of all 2nd line incidents and requests assigned to their queue in Service Now
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is 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 application and telephony issues: investigating, diagnosing faults, and working through to resolution
Support the set-up of new offices, sites or projects across the local region
Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
Develop, review and improve processes to maximize efficiencies within the team
Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Ability to deliver training to audiences across the local region
Support and adhere to processes outlined in the Business Management System
Provide weekly/daily reports/time reporting and updates on current issues
Ability to communicate at all levels within the company
Considerable experience of IT Service Management principles and processes
High level of proficiency and knowledge of working in a Corporate IT environment
Experience of 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
Proven experience of 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
Qualifications: Certification from Microsoft
ITIL V4 Foundation Qualification
Working knowledge of Service Now
Security Clearance: Secret
Customer Service Experience
Competencies specific for this role
IT Service Management expertise
Confidence and professionalism