Desktop Support Analyst

JR United Kingdom; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT Services company is seeking an IT Desktop Support Analyst in Bristol. The role involves resolving 2nd Line incidents and ensuring service excellence. The ideal candidate will have significant experience in IT service management and possess strong troubleshooting and customer service skills.

Qualifications

• Minimum 4 years of experience in IT Service Management.
• Proficient in corporate IT environments and incident management.
• Knowledge of database/excel structures and configurations.

Responsibilities

• Manage and prioritise all 2nd line incidents and requests according to SLAs.
• Troubleshoot desktop computing environment based on service requests.
• Act as an escalation point for 2nd Line support issues.

Skills

Customer Service

Troubleshooting

Data Analysis

Technical Understanding

Education

Microsoft Certification

Job description

Social network you want to login/join with:

IT Desktop Support Analyst - Active SC Clearance required - Bristol - Contract

My client who are leaders in their field are looking for a Desktop Support Analyst who will be 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
• 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
• 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
• Act as an escalation point for 2nd Line support issues

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
• Working knowledge of database/excel structures/tables/configurations
• experience in data analysis and good numeracy, analytical and reporting skills
• Qualifications: Certification from Microsoft