Desktop Support Analyst

IT Desktop Support Analyst – Active SC Clearance required – Bristol – Contract

My client who are leaders in their field are looking for a Desktop Support Analyst who will be 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.

Key Deliverables/Responsibilities

• Manage and prioritise all 2nd line incidents and requests according to defined SLAs
• 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
• 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
• Act as an escalation point for 2nd Line support issues

Experience Required

• 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
• Working knowledge of database/excel structures/tables/configurations
• experience in data analysis and good numeracy, analytical and reporting skills
• Qualifications: Certification from Microsoft
• ITIL V3/4 Foundation Qualification
• Working knowledge of Service Now