Deskside & Technology Support Analyst

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

Job summary

An established industry player is seeking a Deskside & Technology Support Analyst to provide exceptional 2nd line support across various regions. In this dynamic role, you'll manage incidents, troubleshoot technology issues, and ensure service excellence while collaborating with colleagues. Your expertise in IT Service Management and customer service will be key to maintaining high standards and resolving challenges effectively. Join a forward-thinking company committed to diversity and inclusion, where your contributions will make a real impact on the team and the organization as a whole.

Qualifications

• 4+ years in IT Service Management with strong customer service focus.
• Experience in corporate IT environments and exceeding SLAs.

Responsibilities

• Manage and prioritize 2nd line incidents and requests per SLAs.
• Troubleshoot desktop computing environments and deploy IT hardware.

Skills

IT Service Management

Customer Service Skills

Data Analysis

Troubleshooting

Problem Analysis

Education

Microsoft Certification

ITIL V3/4 Foundation Qualification

Tools

Service Now

Job description

Deskside & Technology Support Analyst

Expenses: Yes

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. They should have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities

• Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions), ensuring 100% adherence to RFS & INC best practice guidelines.
• Troubleshoot desktop computing environments 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 workflows.
• Maintain regional service excellence by providing customers with regular updates throughout incident and request management.
• Encourage colleagues to take ownership of issues by conducting problem analysis and implementing temporary or permanent fixes to restore service promptly; escalate incidents to other support teams when necessary.
• Troubleshoot a range of technology and telephony issues: investigate, diagnose faults, and resolve.
• Own, monitor, and maintain equipment rooms to comply with IT Services and QSSE standards, mitigating risks from audits, fire, safety, or other assessments.
• Support the setup of new offices, sites, or projects within the region.
• Manage Service Now stock rooms and oversee the goods receipting process.
• Ensure the recycling and proper disposal of redundant IT equipment in accordance with the Asset Disposal Policy.
• Act as an escalation point for 2nd Line support issues.
• Maintain conference room IT facilities.
• Escalate and track hardware and software issues with vendors and internal support teams.
• Analyze daily reports from the Team Lead regarding tickets outside SLA.
• Provide updates and reports on current issues to the Desk Side and Technology Support Team Lead.
• Perform tasks as directed by the Desk Side and Technology Support Team Lead.
• Provide support for team members and cover when necessary.
• Work flexibly on a rota basis and provide coverage as needed.

Experience Required

• At least 4 years of experience in IT Service Management principles and processes.
• Proficiency and experience working in a Corporate IT environment.
• Experience in working to and exceeding Service Level Agreements.
• Broad technical understanding of supported IS services.
• Security clearance may be required depending on the region.
• Ability to learn, understand, and apply new technologies.
• Strong customer service skills with a business focus.
• Experience with data analysis, reporting, and working with database/excel structures.
• A valid driving license is essential, as travel to other SNCL offices will be required.

Desirable Qualifications

• Microsoft Certification.
• ITIL V3/4 Foundation Qualification.
• Experience with Service Now.
• Previous customer service experience.

Company Information

At First Recruitment Group, we understand the importance of securing the right people. Our Recruitment Consultants take the time to understand requirements and offer sound advice. We actively recruit at all levels, and this is a great opportunity for a Deskside & Technology Support Analyst seeking new employment.

We are committed to being an equal opportunities employer and aim to increase workforce diversity, working closely with our clients to ensure inclusion.