1st & 2nd Line Support Analyst

ÜÇGE Shopfitting & Design; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated 1st & 2nd Line Support Analyst to join their dynamic team in London. This role offers the opportunity to provide essential technical support services, ensuring smooth operations and high customer satisfaction. As a key player, you will manage service desk tickets, engage with various technologies, and contribute to continual service improvement initiatives. If you are passionate about technology and customer service, this is a fantastic opportunity to make a significant impact in a collaborative environment. Join this forward-thinking company and help enhance their service delivery!

Qualifications

• Experience in 1st and 2nd line support, with a focus on customer service.
• Proficiency in device management and software support.

Responsibilities

• Provide 1st and 2nd line technical support on-site in London.
• Manage service desk tickets through to resolution within SLAs.

Skills

1st Line Support

2nd Line Support

Device Management

Software Management

Security Administration

Asset Reporting

Customer Service

MFA Assistance

Education

IT-related Degree or Equivalent Experience

Tools

ServiceNow

Microsoft Office 365

Windows 10 Enterprise

Job description

We are currently hiring for a 1st & 2nd Line Support Analyst for an initial 3-6 months contract assignment based in London. (The duration is very likely to extend) Inside IR35

Position Overview:

The role of technical analyst is to act as an extension of our Managed Services Service Desk to provide 1st and 2nd line technical support services on site in London and assisting the Service Desk with remote work. The position requires the Technical Analyst to manage service desk tickets through to resolution by owning the onsite support queue and resolving tickets within service level agreement. Full time onsite role.

Key Duties & Responsibilities:

• Act as the Customer Champion, coordinate and escalate tickets
  • Including regular catch ups with Service Delivery Manager
• 1st Line Support - Print Services
  • Triage
  • Engagement with Toshiba for printing connecting with papercut
• 1st Line Support - Mobile Phones
  • Triage
• 1st Line Support - Device Incidents
• Device Management
  • Supply, configure, install, and support all Hardware and Mobile Devices
• Asset Reporting
  • Managing stock levels for devices and peripherals
  • Reporting information back to customer when levels are low
• Joiners, Movers, Leavers
  • Joiner - Account creation (shared with remote desk)
  • Joiner - Provision and provide kit
  • Joiner - Complete Inductions on their first day
  • Mover - Amendments to users' profile
  • Mover - Provision and provide any new kit needed
  • Leaver - Account disablements (shared with remote desk)
  • Leaver - Ensure kit is returned and asset report updated
  • Leaver - Update portals
• Managing Monthly Patching Schedule & system updates
  • Health check and non-compliant devices
  • Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager
  • Infrastructure/Network Alerting
  • Device issues

Software Management

• Teams
• Exchange
• SharePoint
• OneDrive
• Yammer
• ServiceNow

License Management

• Procure, install, configure, and support Windows 10 Enterprise Licenses for all Devices either to End Users or provided for multiple user devices.
• Procure Microsoft Office versions as provided by Office 365 and all suite of applications, including installation on Devices and support and maintenance.

Security administration, including MFA

• Assisting End Users with MFA queries/issues

Supply

• onsite eyes/hands to other Telefonica Tech project resources/engineers delivering projects when the work effort is deemed of a deskside resource engineer skill set.
• Examples below: Autopilot, Intune, Printers

Contribute towards Continual Service Improvement Ideas

• Discuss with Service Desk Management and Service Delivery Manager

Creating Knowledge Articles and User-friendly guides

• All to be written on Telefónica Documentation

Complete Internal Hand overs

• Shared with Service Desk Management and Service Delivery Manager and customer

Site Checks - 9am to 5pm

• Tidiness checks of comms room and floor boxes
• Good order checks of desk positions docks and monitors
• Check Cables for damaged or missing and replace where required
• Check conference phones and AV equipment
• Back ups. Rotating tapes and send to secure storage