Job Description

Posted 16 minutes ago

Deskside & Technology Support Analyst
Location: 5 days on site – Bristol based office
Start Date: ASAP
Duration: 6 months
Hourly Rate: £35.00

*Must have an active SC clearance*

Purpose of the Role:

The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incidents and service requests within a designated region. This role requires strong technical knowledge and excellent customer service skills to support users effectively.
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Key Responsibilities:
– Prioritise and manage all 2nd Line incidents and service requests in line with defined SLAs and best practice guidelines.
– Troubleshoot desktop computing issues reported through the Global Service Desk.
– Deploy IT hardware, and ensure assets are recorded and tracked in line with established IT service procedures.
– Maintain a high standard of customer service by providing regular updates throughout incident and request management.
– Take ownership of issues, conduct root cause analysis, and implement temporary or permanent fixes. Escalate when necessary.
– Investigate and resolve a wide range of technology and telephony issues.
– Ensure local equipment rooms meet IT service and safety standards, mitigating risks from audits and assessments.
– Support the setup of new office locations, sites, or projects in the region.
– Manage and maintain ServiceNow 'Stock Rooms' and oversee goods receipting processes.
– Coordinate the recycling and disposal of outdated IT equipment in accordance with asset disposal policies.
– Act as a point of escalation for 2nd Line support and local service issues.
– Maintain and support all conference room IT facilities.
– Work with vendors and internal teams to escalate and resolve hardware and software issues.
– Conduct daily reviews of SLA performance reports and flag outstanding tickets.
– Provide updates and reports to the Desk Side and Technology Support Team Lead.
– Offer support and coverage for the local Team Lead when needed.
– Assist and mentor other team members as required.
– Be flexible to work in shifts or provide additional coverage when necessary.
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Experience Required
Essential:
– Minimum of 4 years' experience in IT Service Management.
– Strong background in a corporate IT environment.
– Demonstrated ability to meet and exceed Service Level Agreements.
– Solid understanding of a range of IT services and systems.
– Active SC security clearance.
– Quick to learn and adapt to new technologies.
– Excellent customer service and communication skills.
– Proficiency with database and Excel structures/configurations.
– Strong analytical, reporting, and numeracy skills.
– A valid driving license is required due to expected regional travel.
Desirable:
– Microsoft certification(s).
– ITIL v3/v4 Foundation certification.
– Familiarity with ServiceNow.
– Previous experience in customer-facing support roles