Desktop Support Analyst
£30,000 + Full Corporate Benefits
This is a fantastic opportunity for you, an experienced Desktop Support Analyst to join a leading orangisation in their UK HQ in Reading.
As the Desktop Support Analyst, you will be responsible for 1st and 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, with business users to take ownership of problems through to resolution.
Effective and accurate escalation of issues to the appropriate teams in a timely fashion to alleviate the risk of breaching SLAs.
Work with other IT Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided.
Develop and maintain strong working relationships with key staff and managers in the business and personnel within IT.
Identify where knowledge can be shared with others in the team to improve the service provided to our customers and help develop the knowledge and skills of others in the IT team.
Ensure that assigned IT service incidents are managed effectively and repeated occurrences are flagged as potential Problems to identify root causes, thus reducing the number and severity of future incidents.
Arrange and assist external technical support as appropriate.
Ensuring all contact with the Service Desk is logged
Aim to fix 80% of tickets escalated from First Line
Aim to deliver all Service Requests resolve all Incidents within agreed SLA period
Creating and maintaining relevant articles in the Knowledge Base
Liaise with third line to understand why tickets have been escalated to third line, identifying knowledge transfer needs and access rights required.
Skills and Experience Required
Experience of working in 1st and 2nd line in a busy professional services environment, supporting 170+ customers.
Significant experience working in a demanding and time critical environment
Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’
Process driven, with the ability to focus on the end result/be a completer, finisher
Excellent written and communication skill
As the Desktop Support Analyst, you will be working with the following technologies. Any experience will certainly help your application.
Microsoft Windows including: Office 365, Teams, Microsoft Office etc.
Mobile devices – configuring and troubleshooting
Sophos (or other Mobile Device Management solutions)
Encryption software - Sophos
Printing solutions (desktop and MFD)
Mimecast email management
PMS - Elite 3E
CMS - MatterSphere
DMS – iManage
Document Management tools
CRM - Interaction
Intune – software deployment tool
Sunrise – IT’s ITSM ticketing software tool
If you are a Desktop Support Analyst / Desktop Support Engineer / 2nd Line Support Engineer, or similar, looking for a new challenge, then please send your CV to me today.