Desktop Support

2 weeks ago


Basingstoke, Hampshire, United Kingdom Modis UK Full time
**Role

  • Desktop Support Analyst (WITH MAC OS/ MAC Experience)****Contract
  • 3 months**
    Location Whiteley in Hampshire
**Rate

  • 241 Umbrella (Inside IR 35 )**MAIN ACTIVITIES/TASKS:
  • Take ownership of the issue and provide regular communication of the progress of investigations
and planned solutions to customers, whilst managing their level of expectation.

  • Experience of providing direct end user support with excellent customer service skills
  • Working on the client site in a direct client facing support role.
  • Drive to maximise issue resolution at first point of contact in the "techzone"
  • The role holder would be expected to develop a comprehensive knowledge of the client's
technology standards and procedures.

  • Working closely with the onshore and offshore infrastructure/service desk teams to provide
second line technical support, ensuring assigned calls are responded to, diagnosed and

resolved swiftly and effectively in line with operational and service level agreements. Ensure

outstanding calls are regularly updated to reflect their status.

  • Onsite interface for key third parties support teams for incident resolution
  • Investigate cause and taking responsibility to provide analysis of reported recurring or persistent
problems. Create standard documentation on problem resolution, fixes and updating the

technical knowledge base, liaising with the service desk and other teams as required.

  • Identify appropriate solutions to resolve service incidents and requests.
  • Assist remote support teams with incident resolution for any onsite devices.
  • Update online familiarisation, FAQ' and "how to" guides and training material.
possible alternative solutions and to support technical evaluations.

  • Support maintenance, updates and enhancements to work instructions
  • Participate in an Out of Hours call out rota to provide remote support for users in multiple client
locations

  • Remotely support "priority" incidents to other client locations as part of an enhanced priority
support channel

SPECIAL REQUIREMENTS:

  • Potentially a slightly altered working day e.g. 7am 6:30pm on a shift pattern

OTHER FEATURES OF THE JOB:

Key Organisational Relationships:

  • Liaise with colleagues, utilising their expertise to solve more complex problems or pass on responsibility to the appropriate onshore/offshore team. Whilst maintaining communications and updates to affect users
  • Continuously look for and facilitate improvements within support.
  • Share information and specialist expertise to support colleagues in the successful delivery of their tasks and assist their professional development.

JOB LOCATION:
Roles available in various UK locations primarily based at the following 'regional hubs':

  • London
Please note that there is a requirement for regular travel between London sites

PART 2:

JOB REQUIREMENTS

ESSENTIAL KNOWLEDGE & SKILLS:
Core capabilities required

  • Exceptional customer service and support skills essential.
  • Ability to work independently, be a selfstarter and own customer issues.
  • Experience in deskside support or other user support function.
  • Indepth, hands on 'problem solving' expertise in desktop hardware, operating systems and
software packages - including all Apple OSX and the Google Application Suite, Windows 7

and the MS Office suite; indicated by for example MCP level accreditation.

  • A good working knowledge of a wide variety of ICT hardware. e.g. Apple MACS and
Windows desktops, laptops, notebooks, Multi-Function Printers (MFP) and other peripheral

devices. A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers,

switches, Wireless Access Points (WAP) and managed cabling.

  • Support for Smartphones, iPads, iPhones etc.
e.g. Citrix client, cloud-based Google Applications.

  • Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP etc.
  • Experience of IT operations support in a media, broadcast and/or TV production
environment advantageous.

Technical expertise

  • Contribute expertise to network issues.
  • Work with the onshore and offshore infrastructure/service desk teams for problems that
affect the desktop, server or network operating systems within SLA.

  • Demonstrate overall initiative and an understanding of the client's network and an overview
of their business model to ensure efficient and reliable day-to-day operation.

  • Other duties as requested by line management as appropriate.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
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