As Senior ICT Service Desk Analyst, you will also monitor and respond to incoming IT support requests via the ticketing system, telephone or from colleagues.
Your main responsibilities will include providing troubleshooting, diagnostics and technical fixes across a range of desktop and mobile systems, whilst keeping accurate record of issues within the ITSM system, and being a point of escalation for other team members.
The Role
1. Deputise for the IT Service Desk Manager
2. Implement fixes and solutions which are in line with IT standards either directly with customer or via email, remote control or onsite
3. Maintain accurate records of support issues using the company’s ITSM system
4. Set up / relocate new desktops, laptops, tablets, phones and other devices such as printers etc
5. Build and deployment of IT equipment as required
6. Undertake user management - creating / removing / password resets and access management etc.
7. Provide proactive problem management though checking manufacture websites
8. Maintain a good understanding of the systems infrastructure and architecture for users issues to be diagnosed quickly
9. Produce collateral for use on our websites, such as self-help articles, help videos and blog posts
10. Offer support and training with new devices and software
Minimum Requirements
* ITIL Foundation certificate.
* Previous experience supporting Android, mobile device management software or AirWatch (WorkspaceONE)
* Previous experience working as a 2nd line IT support engineer
* Previous experience in a customer facing environment
* Previous experience of hands-on desktop support with a range of operating systems
* Hardware configuration and deployment including PCs, laptops, tablets, mobiles and printers
* Microsoft Office support including Outlook, Word, Excel and Office 365
* Previous experience supporting security products including Anti-Virus
* Excellent diagnostic and proven problem-solving skills
* Excellent communication, organisational and time-management skills
Benefits
At Ringway Jacobs we recognise that our people make the difference, and in order to do what we do well, particular care is taken in nurturing and investing in our people. That’s why you will always be given the opportunity to utilise your expertise and develop your career.
Ringway Jacobs recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles. We therefore welcome applications from people looking for an alternative working pattern e.g. part-time hours, job share etc. Please let us know on your CV or cover letter if this is what you are looking for.
In return for your hard work you will receive:
- Sick Pay
- Competitive salary
- Opportunity to purchase up to 5 days extra leave
- A variety of discounts through our “RJ Rewards” app, including restaurants, holidays, days out etc
- Life Assurance
- Employee Assistance Programme
- Pension scheme
The Company
We are Ringway Jacobs, a leading highways service provider working with local authorities across the UK. Formed in 2005, specifically to provide road network management solutions to local government, our unique blend of engineering capability, innovation and customer care make us the best in class. We support over 10,000 miles of highways, 10,000 miles of footway, almost 7,800 miles of public rights of way and 242,000 street lights. We excel in delivering safe, sustainable service excellence, through our passion, integrity and collaborative culture.
Ringway Jacobs is an equal opportunities employer. We wish to ensure equality of opportunity in employment and the fair treatment of all our employees.
If you require further details, please contact our Recruitment Team on 0330 311 2502 or e-mail them on careers@ringwayjacobs.com, or click on the “Apply Now” button. This will take you to a login page, where you will need to create an account to continue your application. Once you have created an account you will be able to see where your application is up to and apply for other opportunities within Ringway Jacobs.
Should you require any reasonable adjustments to be made as part of the application process please contact us directly.
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