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Purpose of the Role:
The Desk Side and Technology Support Analyst is 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.
Key Deliverables/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 guidelines
- 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
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- 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
- Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
- Act as an escalation point for 2nd Line support issues
- Ensure maintenance of all conference room IT facilities,
- Act as an escalation point for local service issues
- Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
- Daily analysis of reports from the Team Lead reviewing tickets outside of SLA
- Provide reports and updates on current issues to the Desk Side and Technology Support Team Lead
- Works as directed by Desk Side and Technology Support Team lead
- Provide cover for the local Desk Side and Technology Support Team Lead when required
- Provide Support for members of the team
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Experience Required Essential:
- 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
- Security Depending on the region you will be asked to apply for security clearance
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- experience in data analysis and good numeracy, analytical and reporting skills
- A valid driving license is essential as travel will be required to other SNCL offices
- Travel expected to other offices
Desirable:
- Qualifications: Certification from Microsoft
- ITIL V3/4 Foundation Qualification
- Working knowledge of Service Now
- Customer Service Experience
