Desktop Support Analyst - SC CLEARED
Experis are recruiting for the role of a Desktop Support Analyst for a central Government department. The successful contractor will be responsible for providing 2nd line support for all staff, resolving support requests and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services to staff over the phone, through e-mail, with remote tools, and in person (for walk-in customers).
Technical
- Assist all users with any logged IT related incident when called upon to do so.
- Accurately record, update and document incidents and requests using the IT Service Desk call logging system (Service Now).
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Full administration (creation, maintenance and deletion) of user accounts of all types (including but not limited to Active Directory, Exchange, Omnidox, CMS, Blackberry, Becrypt and Lync).
- Installation, configuration and troubleshooting, where necessary, of IT equipment including workstations, monitors, laptops and mobile devices (Blackberry and Tablets).
- Installation, configuration and troubleshooting, where necessary, of standard front-end user software, including Microsoft Windows and Microsoft Office products.
- Support level understanding, of Citrix Desktop Director as a way to provide capable remote support to customers.
- Configuration and Maintenance of the printer estate (through SafeCom), including resolving printing incidents (and their function as copiers and scanners).
- To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Customer Service:
- To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
- Understand and work within the ITIL Service Delivery framework.
- Attend training courses as identified and agreed for appropriate professional development.
- Actively support the equality and diversity policies of the Government Legal Department.
- Undertake other duties not specifically stated which from time to time are necessary, without altering the nature or level of BAU responsibilities.
