Service Desk Analyst

**The role: Service Desk Analyst**

**Type of contract: Permanent**

**Salary: GBP 26000 per year**

**Location: Gillingham (onsite)**

We are looking for a Gillingham based Deskside Support Engineer. In this role you will be working in partnership with a high-profile organisation that provides engineered systems and components for the automotive industry. In addition to supporting the onsitecustomer you will also provide remote support to the client’s satellite sites.

**Main responsibilities**:

- Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.
- Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance.
- Instructs customers in the operation and maintenance of systems/equipment.
- Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
- Acts as a liaison with customers on administrative and technical matters for assigned projects.
- Performs analysis and prepares reports on system problem trends and issues.

**DETAILED JOB DESCRIPTION**:
Tasks will include, but are not limited to:

- Incident management & resolution.
- IMACDs - Installations, Moves, Additions, Changes and Deletions
- Provide onsite Hardware Break/Fix support (Dell) and manage OEM warranty provider
- Provide remote support to satellite sites.
- Acts as Smart hands and eyes.
- Provide mobile device support.
- Maintain and update existing network infrastructure.
- Asset, Stock and Loaner equipment management.
- Coordinate all Multi-Function Device (MFD) and network printer installs.
- Instructs customers in the operation and maintenance of systems/equipment.
- Provide Project services as and when required
- Working directly alongside the client, managing own workload, whilst liaising with other teams or vendors to resolution
- Act as a central point of contact for the customer
- Create and maintain accurate documentation
- Performs analysis and prepares reports on system problem trends and issues.

**ESSENTIALS SKILLS/QUALIFICATIONS**:

- SLA and ticket priority
- Proven trouble shooting skills
- 2 + years previous experience in a similar role
- Support knowledge across Windows 10, O365, AD and SCCM
- Administering Windows Share\File permissions.
- Mobile connectivity (E.g., Android/iPhone)
- Excellent communicator both face-to-face & over the phone
- Must be able to deal productively with a high workload with mínimal supervision

**DESIRABLE SKILLS/QUALIFICATIONS**:

- ITIL Certification / Awareness