Desk Side & Technology Support Analyst

Desk Side & Technology Support Analyst

Job Title: Desk Side & Technology Support Analyst
Contract Type: Permanent
Location: Epsom, Surrey
Salary: £23000 - £29000 per annum
Reference: 895616_1550847668
Contact Name: Anna Bonczchowska
Contact Email:
Job Published: February 22, 2019 15:01

Job Description

Do you want to join a Business Value driven organisation that is adopting agile across the organisation, leveraging cloud and moving to digital products? I am looking for a confident and professional Desk Side and Technology Support Analyst responsible for the resolution of all 2nd Line incident and service requests for a global engineering consultancy. The ideal candidate will have a good understanding of technology and demonstrate excellent customer service skills supporting offices in the South East.

About the Role:

*General troubleshooting of the desktop computing environment based on incidents service requests logged via the Global Service Desk.
*Management of all 2nd line incidents and requests assigned to their queue in Service Now
*Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
*Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is 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 application and telephony issues: investigating, diagnosing faults, and working through to resolution
*Support the set-up of new offices, sites or projects across the local region
*Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
*Develop, review and improve processes to maximize efficiencies within the team
*Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
*Ability to deliver training to audiences across the local region
*Support and adhere to processes outlined in the Business Management System
*Provide weekly/daily reports/time reporting and updates on current issues

You will have the following experience:

*Demonstrable experience of IT Service Management principles and processes
*High level of proficiency and knowledge of working in a Corporate IT environment
*Experience of working to (and exceeding) Service Level Agreements
*Broad technical understanding of IS services being supported
*Strong business focus and customer service skills
*Working knowledge of database/excel structures/tables/configurations
*Proven experience of data analysis and good numeracy, analytical and reporting skills
*A valid driving license is essential as travel will be required to other offices

Desirable experience:

*Qualifications: Certification from Microsoft
*ITIL V3 Foundation Qualification
*Working knowledge of Service Now
*Customer Service Experience

Desk Side & Technology Support Analyst
£ Competitive

Key Skills: troubleshooting; 2nd line support; Service Now, diagnosing faults, IS, Microsoft, Customer Service, Corporate IT; database, Excel; data analysis, numeracy

If you are a good match then please apply with a CV to learn more about this truly fantastic opportunity to work for a market leader who has an enviable reputation.

Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time. Services advertised by Electus Recruitment Solutions are those of an Agency (perm). These roles are permanent positions.
This is a permanent position.

Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.