Desktop Support Analyst

JR United Kingdom; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in Manchester is seeking an IT Desktop Support Analyst with active SC clearance. The role involves managing 2nd line incidents, troubleshooting desktop issues, and ensuring service excellence. Ideal candidates will have strong technical skills and customer service experience.

Qualifications

• At least 4 years of experience in IT Service Management principles.
• High proficiency in a corporate IT environment.

Responsibilities

• Manage and prioritize all 2nd line incidents and requests according to SLAs.
• Troubleshoot issues within the desktop computing environment.
• Support the setup of new offices or projects across the local region.

Skills

Customer Service

Troubleshooting

Data Analysis

Analytical Skills

Education

Microsoft Certification

Tools

Excel

Job description

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

My client, a leader in their field, is seeking a Desktop Support Analyst responsible for resolving all 2nd Line incident and service requests within their region. The ideal candidate will have a strong understanding of technology and demonstrate excellent customer service skills.

1. Manage and prioritize all 2nd line incidents and requests according to defined SLAs.
2. Troubleshoot issues within 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 Service standards and workflow procedures.
4. Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
5. Troubleshoot a range of technology and telephony issues: investigate, diagnose faults, and work through to resolution.
6. Own, monitor, and maintain equipment rooms to comply with IT Service and QSSE standards, mitigating risks from audits, fire, safety, or other risk assessments.
7. Support the setup of new offices, sites, or projects across the local region.
8. Manage Service Now stock rooms and oversee the goods receipting process.
9. Act as an escalation point for 2nd Line support issues.

Experience Required

1. At least 4 years of experience in IT Service Management principles and processes.
2. High proficiency and knowledge of working in a corporate IT environment.
3. Experience in working to (and exceeding) Service Level Agreements.
4. Broad technical understanding of supported IS services.
5. Working knowledge of database, Excel structures, tables, and configurations.
6. Experience in data analysis, with good numeracy, analytical, and reporting skills.
7. Qualifications: Certification from Microsoft.