Deskside Analyst

  • Category
    IT and Telecoms - 2nd Line Support
  • Location
    Wakefield, West Yorkshire
  • External Reference
    0000002
  • OrganizationType
    IT

*To provide further diagnosis and resolution of incidents and service requests either by a deskside visit or via remote fix;
*Keeping customers informed of the ticket lifecycle - Manage the customer's expectations;
*Delivery of an efficient service ensuring that customer satisfaction is kept at a high level;
*Providing Continual Service Improvement to Operations;
*Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Businesses shared values, in particular, putting clients at the heart of our business;.
*To support & facilitate office moves (IT equipment only);
*Liaise with & support other technical teams - Internal and external parties;
*Contribute to the production of IT processes documentation;
*Troubleshoot and resolve Incidents across the full range of systems, applications and technologies at first contact via remote systems access or by providing user guidance;
*Proactive management of Remedy queues, managing unassigned tickets and continuous updating of work info;
*Plus any additional duties & responsibilities that may reasonably be expected to be undertaken, including those that form the basis of the ITIL framework;
*The role is a shift based and will rotate within the hours of 7am - 7pm Monday to Friday. Some out of hours work can take place out these set hours, e.g. weekends.


Qualifications
*MCP/MCDST or equivalent desirable;
*An ITIL qualification is preferable but not essential.

Technical Knowledge
The post holder must have experience of working with:
*In-house standard software packages;
*Windows7 & 10, Microsoft Office packages: 2010, 2016, & M365
*Mobile device management e.g. Mobile Iron
*Apple products; Laptops, IPads, IPhones;
*Computer & User Management in Active Directory;
*Applying folder / files permissions;
*MS Exchange administraion;
*Citrix
*BMC Remedy Service Desk software (or similar);
*Service Desk procedure in line with ITIL best practice;
*PC and Laptop hardware set up and configuration;
*Installation of hardware & software including the recording of licenses;
*Maintenance of hardware including liaison with third party suppliers/ contractors;
*Managing of MFD printers;
*SCCM Maintenance + Use of LogMeIn Software for remote support;
*Cable & patch management.
Experience
*Desk side support experience essential;
*Experience within a financial organisation is desirable.

Skills/other
*Ability to prioritise and manage own workload;
*Self-motivated achiever who gains satisfaction from providing excellent customer service;
*Able to work using own initiative;
*Able to work in a team;
*Able to work under pressure;
*Excellent communication and inter-personal skills;
*Support users via remote tools;
Eligibility Requirements

*Eligible to work in the UK.
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Cordelia Mubiana