Deskside & Technology Support Analyst

Pertemps; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

An established industry player is seeking a Deskside and Tech Support Analyst to enhance their IT support team. This role involves managing 2nd line incidents, providing exceptional customer service, and ensuring compliance with IT standards. You will play a key role in troubleshooting technology issues, deploying IT hardware, and supporting new office setups. If you have a strong background in IT Service Management and a passion for technology, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 4+ years of experience in IT Service Management and customer service.
• Strong understanding of corporate IT environments and SLAs.

Responsibilities

• Manage 2nd line incidents and requests, ensuring adherence to SLAs.
• Troubleshoot and resolve technology and telephony issues.

Skills

IT Service Management

Customer Service

Data Analysis

Troubleshooting

Technical Understanding

Education

Microsoft Certification

ITIL V3/4 Foundation Qualification

Tools

Service Now

Excel

Job description

Job Details (6 month contract)

Pertemps, Manchester are looking for a Deskside and Tech Support Analyst, based in Manchester, Piccadilly. Monday-Friday, 37.5 hours, 9am - 5:30pm

Purpose of the Role:

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

Key Deliverables/Responsibilities

1. 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.
2. General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
3. Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures.
4. Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.
5. 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; escalate incidents to other support teams where necessary.
6. Troubleshoot a range of technology and telephony issues: investigate, diagnose faults, and work through to resolution.
7. 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.
8. Support the set-up of new offices, sites or projects across the local region.
9. Manage Service Now ‘Stock Rooms’ and own the goods receipting process.
10. Responsible for recycling all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy.
11. Act as an escalation point for 2nd Line support issues.
12. Maintain all conference room IT facilities.
13. Escalate and track issues with vendors and internal support teams to troubleshoot hardware and software problems.
14. Analyze daily reports from the Team Lead reviewing tickets outside of SLA and provide updates.
15. Work as directed by the Desk Side and Technology Support Team lead.
16. Provide cover for the Team Lead when required and exhibit flexibility in working on a rota basis.

Experience Required (Essential):

• At least 4 years’ experience in IT Service Management principles and processes.
• High proficiency and knowledge of working in a Corporate IT environment.
• Experience in working to and exceeding Service Level Agreements.
• Broad technical understanding of supported IS services.
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills.
• Working knowledge of database, Excel structures, tables, and configurations.
• Experience in data analysis, with good numeracy, analytical, and reporting skills.
• A valid driving license is essential as travel to other SNCL offices is required.

Desirable:

• Microsoft Certification.
• ITIL V3/4 Foundation Qualification.
• Working knowledge of Service Now.
• Customer Service Experience.

Security Clearance - This role requires B level security clearance. More details will be discussed at interview.