Deskside & Technology Support Analyst Location: 5 days on site – Bristol based office Start Date: ASAP Duration: 6 months Hourly Rate: £35.00 Purpose of the Role: The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incidents and service requests within a designated region. This role requires strong technical knowledge and excellent customer service skills to support users effectively. ________________________________________ Key Responsibilities: - Prioritise and manage all 2nd Line incidents and service requests in line with defined SLAs and best practice guidelines. - Troubleshoot desktop computing issues reported through the Global Service Desk. - Deploy IT hardware, and ensure assets are recorded and tracked in line with established IT service procedures. - Maintain a high standard of customer service by providing regular updates throughout incident and request management. - Take ownership of issues, conduct root cause analysis, and implement temporary or permanent fixes. Escalate when necessary. - Investigate and resolve a wide range of technology and telephony issues. - Ensure local equipment rooms meet IT service and safety standards, mitigating risks from audits and assessments. - Support the setup of new office locations, sites, or projects in the region. - Manage and maintain ServiceNow 'Stock Rooms' and oversee goods receipting processes. - Coordinate the recycling and disposal of outdated IT equipment in accordance with asset disposal policies. - Act as a point of escalation for 2nd Line support and local service issues. - Maintain and support all conference room IT facilities. - Work with vendors and internal teams to escalate and resolve hardware and software issues. - Conduct daily reviews of SLA performance reports and flag outstanding tickets. - Provide updates and reports to the Desk Side and Technology Support Team Lead. - Offer support and coverage for the local Team Lead when needed. - Assist and mentor other team members as required. - Be flexible to work in shifts or provide additional coverage when necessary. ________________________________________ Experience Required Essential: - Minimum of 4 years' experience in IT Service Management. - Strong background in a corporate IT environment. - Demonstrated ability to meet and exceed Service Level Agreements. - Solid understanding of a range of IT services and systems. - Willingness to undergo security clearance, depending on the region. - Quick to learn and adapt to new technologies. - Excellent customer service and communication skills. - Proficiency with database and Excel structures/configurations. - Strong analytical, reporting, and numeracy skills. - A valid driving license is required due to expected regional travel. Desirable: - Microsoft certification(s). - ITIL v3/v4 Foundation certification. - Familiarity with ServiceNow. - Previous experience in customer-facing support roles. ADZN1_UKTJ