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Help Desk Specialist

2 months ago

London, Greater London, United Kingdom Advanced Resource Managers Ltd Full time

Job Title: Desktop Support Analyst

Location: London

Job Type: Contract

Duration: Until end of 2024

Work Schedule: 1-2 visits per week

As a Desktop Support Analyst, you will be responsible for the resolution of all 2nd Line incidents and service requests within your region. Your primary objective will be to provide high-quality support to our customers, ensuring that their issues are resolved promptly and efficiently.

Key Responsibilities:

  1. Incident Management: Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions) – ensure 100% adherence to best practice guidelines.
  2. Troubleshooting: General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
  3. Asset Deployment: Deploy IT Hardware, record, and track assets during deployment according to IT Services standards and workflow procedures.
  4. Service Excellence: Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.
  5. Problem Analysis: Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  6. Tech Support: Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
  7. Equipment Rooms: Own, monitor, and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety, or other risk assessments.
  8. Support and Setup: Support the set-up of new offices, sites, or projects across the local region.
  9. Inventory Management: Management of Service Now "Stock Rooms" and ownership of goods receipting process.
  10. IT Asset Disposal: Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy.
  11. Escalation: Act as an escalation point for 2nd Line support issues.
  12. Conference Room IT: Ensure maintenance of all conference room IT facilities.
  13. Local Support: Act as an escalation point for local service issues.
  14. Vendor Management: Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software.
  15. Reporting: Daily analysis of reports from the Team Lead reviewing tickets outside of SLA.
  16. Team Support: Provide reports and updates on current issues to the Desk Side and Technology Support Team Lead.
  17. Cover and Support: Works as directed by Desk Side and Technology Support Team lead and provide cover for the local Desk Side and Technology Support Team Lead when required.

Requirements:

Essential:

  1. IT Service Management: Strong experience in IT Service Management principles and processes.
  2. Corporate IT: High level of proficiency and knowledge of working in a Corporate IT environment.
  3. Service Level Agreements: Experience in working to (and exceeding) Service Level Agreements.
  4. Technical Knowledge: Broad technical understanding of IS services being supported.
  5. Security: Security – Depending on the region, you will be asked to apply for security clearance.
  6. Learning Ability: Ability to learn, understand, and apply new technologies.
  7. Business Focus: Strong business focus and customer service skills.
  8. Database/Excel Skills: Working knowledge of database/excel structures/tables/configurations.
  9. Data Analysis: Experience in data analysis and good numeracy, analytical, and reporting skills.
  10. Valid Driving License: A valid driving license is essential as travel will be required to other offices.

Desirable:

  1. Certifications: Certification from Microsoft.
  2. ITIL: ITIL V3/4 Foundation Qualification.
  3. Service Now: Working knowledge of Service Now.
  4. Customer Service: Customer Service Experience.