Deskside & Technology Support Analyst

First Recruitment Group; Bristol; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Desk Side and Technology Support Analyst to enhance their IT service management. In this role, you will be responsible for resolving 2nd line incidents and service requests while maintaining exceptional customer service standards. You will troubleshoot various technology and telephony issues, deploy IT hardware, and ensure compliance with service excellence guidelines. This position offers a dynamic environment where your skills in problem analysis and customer focus will be crucial. If you're passionate about technology and eager to make an impact, this opportunity is perfect for you.

Qualifications

• 4+ years in IT Service Management with a focus on customer service.
• Experience in troubleshooting and managing incidents effectively.

Responsibilities

• Manage and prioritize 2nd line incidents and service requests.
• Provide updates to customers and ensure service excellence.

Skills

IT Service Management

Customer Service

Troubleshooting

Data Analysis

Problem Analysis

Technical Understanding

Education

ITIL V3/4 Foundation Qualification

Microsoft Certification

Tools

Service Now

Excel

Job description

The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.

• 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
• 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

• At least 4 years’ 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 SNCL offices
• Travel expected to other offices
• Qualifications: Certification from Microsoft
• ITIL V3/4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience