1st line support Analyst

2 months ago

Cambridge, United Kingdom Telefonica Tech Full time
Job Description

Main purpose of the job: To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following: 

  • Act as 2nd Line support for all EUC technical incidents through to resolution at deskside. 
  • Create knowledgebase articles where repeated incidents are logged to assist Service Desk 
  • Analysts to increase 1st time Fix 
  • Proactive in providing solutions to common incidents to reduce call volumes 
  • Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements 
  • To log and follow up issues that have been raised with 3rd party support teams where appropriate 
  • Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
  • Comply with Desktop Good Working Best Practices &  defined Quality management  processes 
  • Participating in a shift rota, supporting 24/7

Skills and Experience

  • Knowledge and experience on windows operating systems 
  • Experience on EUC tools, remote support tools, Microsoft Office and Outlook 
  • Experience on peripheral devices support (printers, scanners etc) 
  • Awareness & understanding of Microsoft Active Directory (AD) & Group Policy 
  • Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities 

Desirable skills

  • Certification in Microsoft Technologies 
  • Experience with Service management, ServiceNow 
  • Knowledgeable in AD 
  • Experience supporting Lenovo, HP and Mac devices and tablets 
  • Driving licence & access to a vehicle SAN technologies, Converged Infrastructure etc.)

Additional Information

Due to the location of the customer site it would be advantageous to have your own vehicle.

This role does have a shift rota, supporting 24/7 (4 on 4 off) 

 

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

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