Desktop Support Analyst Onsite Hampshire

1 week ago

Hampshire, United Kingdom Modis Full time

**Role: Desktop Support Analyst** **Duration: 3 Months** **Location: Whiteley in Hampshire** **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 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 other teamsas 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 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 - Key Organisational Relationships: - Liaise with colleagues, utilising their expertise to solve more complex problems or pass on responsibility to the appropriate on-shore/off-shore 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 Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

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