Desktop Support Analyst

  • Location:

    Fareham, Hampshire

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    Up to £125 per day

  • Job ref:

    BBBH128329_1603271718

  • Published:

    about 1 month ago

  • Duration:

    3 Months

  • Start date:

    ASAP

  • Client:

    Undisclosed Company

Role: Desktop Support Analyst

Location: Fareham (PO15 5TT)

Duration: 3 Months

Rate: £125/day PAYE

Summary:
This role is to offer deskside and remote support to business users (including VIP/C level executives) across a multi-site environment. The individual will be required to provide IT support utilizing industry best practice technical experience with a focus on excellent customer service skills. This role supports a complex environment and will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.


Responsibilities

  • Provide first class customer focused desktop support to both VIP and standard business users across various locations
  • Install, set up, update, troubleshoot and resolve issues on laptops, desktops, printers, smart devices (tablets and mobiles) and telephony equipment
  • Support various applications across both legacy and current versions of Windows Operating system as well as VPN clients, Citrix and bespoke software residing on the local machines and servers.
  • Provide hands on support for local backup systems (change tapes, physical troubleshooting, restores and monitoring) as well as logging actions.
  • Knowledge of machine builds and ability to provide support in this area if required (including data transfer and user induction)
  • Assist Servicedesk by producing knowledge articles to help improve first time fix rate

  • Create support documentation to improve departmental knowledge on bespoke systems and site related activities.
  • Work closely with the own team, internal support teams and third party suppliers to troubleshoot complex issues
  • Support Starter/leaver process
  • Regular management of incidents and service requests on company call logging tool to ensure adherence to agreed SLA's
  • Review and technically approve localised supplier contracts
  • Support project teams when required
  • Flexibility to provide out of hours cover when required
  • Identify and support process improvement across team


Requirements
Essential

  • Excellent customer service skills with 3 - 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools.
  • Experience of troubleshooting/supporting technologies such as netbackup/MDT and Sharepoint.
  • Experience of supporting VIP users is essential
  • ITIL V3 Awareness
  • Must have previous experience of having worked in a large organization supporting 10,000+ user base across various locations
  • Proven commitment to customer satisfaction
  • Experience of supporting bespoke applications, with the mentality to think outside the box.
  • Strong organizational, troubleshooting, analytical and problem solving skills
  • Smart presentable with strong oral and written communication skills
  • Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others)
  • Experience of setting up and supporting smart devices such as MS Surface Pro and IPad/Mobiles.
  • Driven, can do attitude with the ability to prioritise effectively
  • Experience working as part of a team or as an individual
  • Travel will be required across sites
  • Participation in team on-call Rota where required


Desirable

  • Experiencing of using Service Now call logging tool.
  • Accredited technical certifications such as MCSE.
  • ITIL V3 Foundation Certificate
  • Background in an engineering/factory environment

To apply please send your CV's in the first instance.

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