Reporting to the Service Desk Manager (SDM), the Deskside IT Support Analyst is responsible for supporting RWK Goodman's 600+ customers with high quality support both remotely and deskside for our Bristol office‑based users.
Key responsibilities include resolving incidents, service requests, change and problem tickets logged via the Service Desk Management solution; ensuring SLA compliance; covering core office hours and out‑of‑hours rota; diagnosing and troubleshooting software, hardware and network issues; supporting Windows 11; providing a positive customer experience; and performing site visits to RWK Goodman Bath monthly.
Primary activities
- Resolve incidents and service requests as escalated by Service Analysts.
- Collaborate with 3rd line teams to design, test and deploy systems and applications.
- Participate in ITIL process design for Problem, Change and Release Management.
- Coach and mentor team members to improve service delivery.
- Troubleshoot and repair laptop, network, operating systems and software issues.
- Learn and master new software and migrate to new systems and platforms.
- Provide feedback to 3rd line teams on problems experienced by Service Desk customers.
- Assist testing of new or upgraded software in test environments.
- Assist the Training Team in software application training design and delivery.
- Identify priority tickets and inform SDM of major incidents or priority tickets per SLA.
- Promote a continual service improvement culture through process improvement initiatives.
- Maintain accurate technical and procedural documentation, including knowledge base.
- Escalate issues to SDM when necessary and maintain daily communications with customers.
- Perform out‑of‑hours coverage and participate in the service‑desk rota.
Key qualifications and skills
- Minimum 3 years’ experience in a similar IT role.
- Excellent knowledge of IT technologies and processes.
- Experience with call‑logging technology and processes.
- Experience working to SLAs in a similar environment.
- Relevant ITIL qualification.
- Excellent customer service skills and strong written and verbal communication.
- Strong troubleshooting capabilities for software application issues.
- Experience supporting software packages other than Microsoft Office.
- Technical understanding of Windows 11, Active Directory, Group Policy, Entra ID, Exchange and Office 365.
- Experience with Virtual Desktop Infrastructure (VDI), e.g. Citrix/AVD (Azure Virtual Desktop).
- Networking principles and troubleshooting.
- Experience with Endpoint and Mobile Device Management such as Microsoft Intune/AutoPilot.
- Valid driver’s licence.
Benefits
- 26.5‑31.5 days holiday per year and flexible holiday selling and buying.
- Healthcare cash plan / private medical insurance.
- Life assurance.
- State pension scheme.
- Cycle to work scheme.
- Season ticket loan.
- Discretionary and performance‑related bonus.
- Hybrid working.
- Employee Assistance Programme.
- Enhanced family leave.
- Recruitment referral bonus.
- Group income protection.
- Salary reviewed regularly.
Service Desk core hours (rota): Monday‑Friday 08:00‑18:00. Out‑of‑hours cover: Monday‑Friday 18:00‑22:00, 07:00‑08:00; Saturday‑Sunday 09:00‑17:00; bank holidays 09:00‑17:00.
