Your new role
Desktop Support Analyst is responsible for the resolution of all 2nd Line incidents and service requests within their region. You will have a good understanding of technology and demonstrate excellent customer service skills.
Key Responsibilities
Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC 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
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
Working knowledge of ServiceNow, including 'Stockrooms'
Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
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
Essential skills
Solid 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
Ability to learn, understand, and apply new technologies.
Working knowledge of database/excel structures/tables/configurations experience in data analysis and good numeracy, analytical and reporting skills
A valid driving licence is essential as travel will be required to other offices.
Travel expected to other offices
* Qualifications: Certification from Microsoft* ITIL V3/4 Foundation Qualification
What you'll get in return
£30 per hour (inside IR35)
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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