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Deskside & Technology Support Analyst (Current SC required)
Job Posted: 3 hours ago
Salary: £ 26 - 33.2 / Hour
Job Type: Contract
Location: City Of Manchester, Greater Manchester
Expire in: a month
Job Description
Deskside & Technology Support Analyst (Current SC required)
Central Manchester - onsite role
Initial 6 months
£25 PAYE / £33.20 Umbrella
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.
This role requires current SC for your application to be considered. More details will be discussed with you at interview.
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
Experience Required
Essential:
At least 4 years' 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
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 offices
Travel expected to other offices
Desirable:
Qualifications: Certification from Microsoft
ITIL V3/4 Foundation Qualification
Working knowledge of Service Now
Customer Service ExperienceBefore You Apply
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