Service Desk Analyst

Blake Morgan LLP; Eastleigh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading professional services firm is seeking an IT Field Service Technician in Southampton. The role involves providing 2nd line IT support to approximately 600 users across multiple locations, ensuring optimal performance of IT systems and user engagement. Candidates should possess strong technical support experience and excellent communication skills. This is a 6-month fixed-term contract with potential for extension.

Qualifications

• Experience working in a professional services environment.
• Relevant technical experience in a distributed end-user environment.
• Proven structured and analytical problem-solving ability.

Responsibilities

• Responsibility for IT Service Desk tickets.
• Support for key business applications including email and telephony.
• Problem resolution and continuous improvements.

Skills

Customer interfacing skills

Problem-solving ability

Communication skills

Technical/hardware support

Experience in IT support

Job description

Job Overview

We have an immediate opening for an IT Field Service within our Southampton office for an initial 6 month fixed-term contract. Suitable applicants should have previous experience providing 2nd line IT support within a professional services business, with strong foundation skills across the End‑User Computer environment.

The successful applicant will be supporting approximately 600 users across 5 locations within a Windows and MS Office environment, as well as providing support to the IT project teams. You will share problem resolution and ideas for colleagues in your office with the support of a team of Field Service agents in each of our other offices, and contribute to a central knowledge base and best practice processes. The role reports to the IT Field Services Team Leader. An eye for best practice, organisation and a passion for IT and client customer service is more important than specific technical specialism, although you will need to demonstrate a good breadth of experience in providing IT technical support.

Given the nature of the role we do require attendance in our Southampton office (Chandlers Ford) from Monday to Friday. Occasional travel to our other offices may be required on a project by project basis. This is an immediate need for an initial 6 month term, but there may be further opportunity to extend thereafter.

Typical Workload

• Responsibility for IT Service Desk tickets (Incidents, Problems, Service requests)
• Support for key business applications including email, telephone, web browsers, Microsoft OS and Citrix Desktop
• Technical/hardware support for laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers, Video Conferencing facilities
• Problem resolution, root cause analysis, and continuous improvements for long term solution
• IT Asset Management for starters and leavers
• User engagement to encourage best practice and effective use of all services and applications

Occasional Duties

• Evaluating and recommending products suitable for the business>
• Participating in projects as an SME, trial user or technical support
• Liaising with suppliers for onsite support and strategic projects
• Working with the Field Services team to deliver larger projects

Skills / Experience Required

• Experience working in a professional services environment
• Great customer interfacing skills; professional and personable with a 'can do' attitude and client service mentality
• Relevant technical experience in a distributed end‑user environment, MS Windows, MS Office
• Technical/hardware support for desktop PCs, laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners & photocopiers
• Proven structured and analytical problem‑solving ability
• Excellent communication skills both written and verbal with a willingness to share information and learn from others are also essential.
• A full driving licence is beneficial but not required