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Your new roleDesktop Support Analyst is responsible for the resolution of all 2nd Line incidents and service requests within their region. You will have a good understanding of technology and demonstrate excellent customer service skills.Key Responsibilities Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelinesGeneral 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 proceduresTroubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolutionOwn, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessmentsSupport the set-up of new offices, sites or projects across the local regionWorking knowledge of ServiceNow, including 'Stockrooms' Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal PolicyProvide reports and updates on current issues to the Desk Side and Technology Support Team LeadWorks as directed by Desk Side and Technology Support Team leadProvide cover for the local Desk Side and Technology Support Team Lead when requiredEssential skillsSolid experience in IT Service Management principles and processesHigh level of proficiency and knowledge of working in a corporate IT environmentExperience in working to (and exceeding) Service Level AgreementsBroad technical understanding of IS services being supportedAbility to learn, understand, and apply new technologies.Working knowledge of database/excel structures/tables/configurations experience in data analysis and good numeracy, analytical and reporting skillsA valid driving licence is essential as travel will be required to other offices.Travel expected to other offices* Qualifications: Certification from Microsoft* ITIL V3/4 Foundation QualificationWhat you'll get in return£30 per hour (inside IR35)What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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