Desktop Support Analyst

2 months ago

Hampshire, United Kingdom Huntress Full time

**Desktop Support Analyst**

6 month contract initially - Hampshire - 100% Onsite - £245p/d Umbrella

A global powerhouse within the professional services industry is looking for a Desktop Support Analyst to join their team in Hampshire on an initial 6 month contract.

The successful Desktop Support Analyst will join the outsourcing team providing technology customer service and support to a commercial television network in the UK.

The intention is to provide the client's users with a more "personalised" workplace service by expanding the current face-to-face support capabilities. These services are provided via regional "techzones" located within their offices which are technicaldrop-in centres for users.

This role is to provide first and second line support directly to the client's end users in a professional and friendly manner; the key aim being to provide a fix to the end user issue at initial contact and failing that take ownership of the issue and workwith the relevant support channels whilst maintaining regular communications with the end user until resolved. The successful applicant will be required to respond to complex problems by proactively investigating root cause, whilst if necessary, deliveringworkaround for business continuity and ultimately a permanent resolution.

**Responsibilities**
- 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 on-shore and off-shore 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 levelagreements. Ensure outstanding calls are regularly updated to reflect their status.
- On-site 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 otherteams 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.
- 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 locations
- Remotely support "priority" incidents to other client locations as part of an enhanced priority support channel

**Person Specification**
- Customer Service Technology Support (P3 - Advanced)
- Desktop Agent (P3 - Advanced)
- Google Apps (P1 - Beginner)
- English (C1 - Expert)

**Additional Info**

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

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

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