Helpdesk Analyst

Location - Belfast 2-3 days a week onsite / hybrid working
Duration - 12 months
Rate - £170pd (inside ir35)
Shift - Earliest start 06:00 am GMT / Latest finish time : 19:00 GMT Mon -Sun. Weekend shifts are skeleton coverage and rotate throughout the team meaning it comes round every 8-10 weeks at the minute.
Job description:
This role will be based in Belfast supporting multiple floors globally, and you will be working in a dedicated team of Service Desk support analysts. You should to be able to demonstrate a willingness to learn quickly and understand the environment you aresupporting.
You will be supporting approximately 26000+ users with over 30000 desktops, plus laptop and Corporate Mobile devices.
A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructureit uses.
The Service Desk currently provides coverage 24x5 from Sunday to Friday and implements a follow the sun model between Belfast and San Antonio so shift work will be included.
Key Responsibilities and Performance
- Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
- Directly assist clients with any end-user issue for general faults, request identification and resolution.
- Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them.
- Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management systems Investigate and implement permanent fixes.
- Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity.
- Contribute to documentation as required.
Please submit a copy of your CV for more information on this vacancy.
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.