Senior Desktop Analyst

  • Location

    Buckinghamshire, England

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    £250.00 - £260.00 per day

  • Contact:

    Fatima Aidarus

  • Contact email:

    Fatima.Aidarus@experis.co.uk

  • Job ref:

    BBBH111506_1576755147

  • Published:

    10 months ago

  • Duration:

    12 months

  • Expiry date:

    2019-12-18

  • Start date:

    asap

Senior Desktop Analyst to work as part of the current team providing Deskside Support. The successful candidate will also need to work in a customer facing environment dealing with Incidents, Service Requests or Changes as and when required. Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client.

Location: Haddenham

Rate: £260.00 per day

Duration: 12 months

Ideal Candidate:

  • Strict adherence to standard technical processes/practices followed for the corresponding services. Ability to understand/follow standard ITIL processes as per the scope of corresponding service.
  • Occasional involvement in Project work under minimal supervision of the experienced members in the team. Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).
  • Taking ownership of customer reported issues and seeing through to completion. Researching, Trouble shooting and Identifying solutions to resolve issues.
  • Flexibility needed in case of extended hours due to Major Incident Resolutions.

Essential duties:

  • SERVICE DELIVERY: Manage incident life cycle, in accordance with end clients Incident Management Procedures, including creating, tracking, and escalation to achieve final resolution and ensure user satisfaction.
  • SERVICE SUPPORT: Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment (enterprise applications including but not limited to SAP, Lotus Notes, MS Office, as well as the supporting infrastructure) through the utilization of documented processes and procedures. Flexibility to work after hours if needed

Further potential duties:

  • Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns and escalate as appropriate.
  • Interact with other GBS teams worldwide to maintain technical and organizational relevance and proficiency
  • Provide support beyond core work hours as required.
  • Continuously expand technical skills and Share technical knowledge with team members.
  • Assist in maintaining accuracy and relevance of the technical knowledge base.

Required Skills/ Experience:

Technical skills

  • Working experience in the relevant technologies;
  • Should have good exposure to ITIL processes, preferably ITIL certified;
  • Excellent knowledge of operating system for Microsoft and Apple/Mac products
  • Printers and all other IT related Hardware Knowledge
  • Documentation skills

Personal attributes

  • Excellent interpersonal and communication skills (both Verbal and Written);
  • Client focused in the delivery of service, with good client facing skills;
  • Experience of providing support in a similar professional organization;
  • Must be able to manage own workload and adhere required client procedures;
  • Should have an analytical and methodical approach to problem solving;
  • Must be self-driven, objective and have the ability to use initiative and tenacity to resolve issues;
  • Must be flexible and able to work well within a team environment;
  • Adapt upcoming technologies as per trend.

Desired (non-essential)

Technical Certifications: A+, OS Certs, Apple Device support knowledge, Ticket system Knowledge ie: Service Now, ITSM, Other.

Remote Control tools knowledge for remote trouble shooting and resolution.