Deskside Support Analyst - London

Location : London based (Near Fenchurch Street)

Salary : £180-200pd max

Duration : ASAP (2 weeks onboarding) 6 months

Position : Deskside Support Analyst

Our client is looking for a Deskside Support Analyst VIP – supporting VIP only with any issues they may have with mobile / laptop / IT Equipment. Booking board rooms, setting up IT ready for board meetings, fixing any issues which may arise. 70% time will be spent supporting VIP staff and the other 30% will be other people.

This is a hands-on technical role within the Business, requiring technical knowledge and expertise and a highly-motivated, “can do” approach to working unsupervised and with only limited day to day contact with other IT colleagues.

Undertake 1st line, 2nd line and 3rd line support. Undertake planned and scheduled work including installation, configuration, upgrade and retirement of systems and services. Undertake fault investigation and remediation. Undertake project work as directed.

A technical ambassador for IT Service throughout the primary location and potential additional southern regional areas as and when required. Assisting high priority users, such as Execs and Senior leaders on a daily basis.

Due to the nature of this role, work outside of your core hours may be required.

Secondment to other teams and / or projects is a core part of the role and will be required from time to time.

Main Targets:

• Undertake analysis, remediation, repair and maintenance of systems in regional locations to restore service in a timely manner.
• Minimisation of the disruption of service to the business.
• Recommend and execute work to improve reliability or effectiveness of IT systems.
• Install, upgrade, support and troubleshoot Windows 10, Microsoft Office 2013-2016 and any other authorised desktop applications.
• Install, upgrade, support and troubleshoot printers, computer hardware and any other authorised peripheral equipment.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

Key Accountabilities:

• Become an ambassador for the IT department, forming a local point of reference for IT related queries and issues.
• Re-building workstations, laptops and tablets via SCCM.
• Deliver support to users on request or as directed; this will range from changing toner and fixing printer problems through desk side training, user induction, system and printer configuration etc.
• Undertake 2nd line faults analysis and diagnosis
• Provide 3rd line evaluation and remediation.
• Develop and demonstrate expert knowledge of the sites and systems in the geographic area of coverage
• Undertake planned and scheduled work including installation, configuration, upgrade and retirement of systems and services.
• Undertake fault investigation and remediation.
• Undertake technical and non-technical project work as directed, to include office moves, installations, upgrades, system changes etc
• Attend location as directed to provide emergency support in the event of a virus outbreak, security breach or any other disaster event
• Ensure that all work is correctly and accurately recorded in the service management systems
• Ensure that all tickets assigned are acknowledged and actioned within the required timescales
• Ensure that issues are escalated according to the escalation process in place
• Manage own diary and work patterns to ensure timely and effective delivery of the service to the user community
• Prioritise and schedule work to minimise impact on the user community and to ensure that high priority issues are addressed first
• Deliver a level of service that exceeds expectations at all times
• Train colleagues in the specialities and peculiarities of systems and services deployed within the geography
• Work with the Deskside Support team to drive service excellence and above-expectation service availability
• Deputise and cover for other colleagues within Regional IT Engineering at times of holiday, sickness and at any other time as may be required
• Maintain and manage as directed any core systems that may be deployed within the regional locations, for example site servers, application servers, domain controllers etc
• Provide cover within the Central support areas as may be required from time to time
• Ensure that all administrative tasks e.g. timesheets, system updates, diary management, holiday and sickness requests etc are completed in a timely and accurate manner as directed
• Maintain accurate records of IT systems and configurations within the areas of responsibility using the record keeping systems as directed
• Maintain and update the content of the Knowledge Base / Configuration Management Database as relates to systems and services within the areas of responsibility
• From time to time it may be necessary for engineers to work within the hours of 7.30am and 6.30pm but this will be discussed and agreed with line management as part of the normal support duties

Background and Experience

Essential:

• Experience and expertise in the effective execution of IT installations, maintenance and repair work to agreed standards of quality, timeliness (2 – 5 years or more)
• Ticket management experience.
• Expertise in Office 365 and Office 2013-2016
• At least 2 years’ experience with Active Directory and Microsoft Server Operating Systems
• Technical IT faults and / or implementation work in a corporate or service provider environment (2 – 5 years or more)
• Proven development and working adherence to operational (or similar) performance KPIs and SLAs.
• At least 2 years’ experience working unsupervised on own initiative
  

Desirable:

• Service Now Experience
• Skype/VoIP Experience
• SCCM Exposure & Experience.
• Experience and expertise in the planning and management of IT project work to agreed standards of quality, timeliness (1 year or more)
• Citrix experience (1 year or more)

Please apply for more information - Parker Shaw