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IT Colleague Support Analyst
2 months ago
Role Responsibility
IT Support - Reactive
Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided. Ensure a support ticket is logged for every interaction Ensure all calls are handled in line with agreed business SLA's. Event IT Support – ensure request ticket logged for each requirement Resource the Care Bar on a daily basis during publicised opening times opening times are adhered to, Presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only). Provide floor walking at times of change such as software and hardware upgrade programmes. ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user Handle confidential information in line with the firm's data security protocols Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work. Ensure back up tape and monthly tape procedures are followed if applicable.IT Support – Proactive
Ensure accessible and visible Suggest improvements to New Starter Welcome pack Contribute to and evidence contribution to the Knowledge Base Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks….. Identify and log Problem tickets for Team Leader review Change Management – ensure awareness of planned changes, looking to reference change schedule/calendar to qualify out changes for high impact incidents Proactively log a support ticket for any interaction where a user has failed to log one Support the location Reception teams with regular training sessions. Responsible for ensuring site desks are fully equipped where applicable Identify opportunities (raise in 1-2-1's) where possible to improve processes, decrease time to fix, reduce cost or improve customer satisfaction Ensure AV user guides are created and maintained located and maintained in each DACB location Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions Take individual responsibility for adhering to and identifying improvements to support processes and documentationAsset Management
Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets Ensure all assets are managed in line with ISO27001 Mobile device management Laptop device management Peripherals device management Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result. Manage and maintain stock levels within the location, including Loan laptop allocation. Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001.Quality Management
On resolution of tickets, review content to ensure that each ticket is:- categorised correctly prioritised correctly has clear concise resolution detail has correct resolution code appliedProject Support
Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods. With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required.Development
Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant seek opportunities to network, attend conferences and seminars. Is also willing to take ownership on any other tasks and responsibilities as required
The Ideal Candidate
Key experience
Technical Support:
Providing Level 1 and Level 2 support to end-users. Diagnosing and resolving hardware and software issues. Experience using help desk software and ticketing systems.Hardware Knowledge:
Diagnosing and repairing desktop, laptop, and peripheral hardware issues. Experience with replacing components like RAM, hard drives, motherboards, and power supplies. Assembling and disassembling computer systems.Remote Support:
Providing remote assistance using tools like Remote Desktop, Microsoft Teams, or similar. Troubleshooting remote connectivity issues.Documentation:
Creating and updating technical documentation and user guides. Maintaining an inventory of hardware and software assets.Mobile Device Support:
Configuring and troubleshooting mobile devices (iOS, Android). Experience using mobile device management (MDM) solutions.Operating Systems:
Proficiency in Windows, macOS, and Linux operating systems. Installing, configuring, and maintaining operating systems. Experience with system imaging and deployment tools.Personal Competencies
In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems. Excellent problem-solving skills. This role is an Office based role and therefore, all Colleague Support Analyst's will have a Flex mode of “Office Focused”. Daily exceptions to this must be discussed with the IT Colleague Support Manager and / or Team Leader. Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location. Good technical knowledge of Windows Operating Systems and Microsoft Office applications. Experience of supporting and tuning Laptops and other mobile devices Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner – both orally and written. Listening and patience are important qualities for this role. Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST Manager. Flexibility to travel to other locations and provide support, to cover absence. Able to work on own initiative and deal with peaks and troughs in workload The ability to work to deadlines and under pressure A flexible approach to working hours and the occasional weekend work.