Desktop Support Analyst in Bristol

Desktop Support Analyst
Initial contract until end of 2024
1-2 visits per week to Bristol or Manchester site
£192 per day (Inside IR35)

The Desktop Support Analyst is responsible for the resolution of all 2nd Line incidents 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:

• Strong 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
• Security - Depending on the region you will be asked to apply for security clearance
• 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:

• Certification from Microsoft
• ITIL V3/4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience