Desktop Support Analyst - 2ND 3RD Line
Spring Group Plc
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My client is a leading name within the financial services world and a global brand , due to large scale growth they are currently a Service Desk Analyst to be based within their Reigate office .
The IT Service Desk team is responsible for the effective provision of technical support for my clients IT Service Desk
Analysts provide 1st line support for all incidents and service requests and 2nd -3rd line for all systems and applications supported by the Service Desk. Support is provided remotely to field staff in the UK, as well as desk-side for Burgh Heath based staff. Support can be provided over the telephone, via remote control, email and IM, as well as desk-side.
The responsibilities and authority stated below are subject at all times to company policy.
*Delivery of first class customer service, ensuring the customer is satisfied with the resolution
*Log, manage and resolve incidents and support requests within agreed timescales
*Keep detailed, accurate and consistent records for the teams' calls to ensure they are updated regularly and that the customer is kept informed
*Ensure the customer is satisfied with the resolution of the call prior to closure
*Refer all requests that cannot be directly resolved to the appropriate person or service provider
*Escalate any problems, major incidents, issues or complaints as appropriate
*To support and assist other team members
*Demonstrate a flexible approach to working hours and travel (as required) to meet project deadlines.
*Develop and implement system procedures in conjunction with the end users and the supplier, including roles and responsibilities, problem management and change control requirements
*Ensure that procedures are available and maintained in order to effectively support the operational business
*Completing and reviewing process documentation to current standards, ensuring it is up to date, of a professional quality, checked for accuracy of grammar and spelling and are reviewed prior to distribution
*To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided
The main supported systems are:
*Windows 7 & 10 Operating System
*Palo Alto Global Protect
*Microsoft Office 2010/2013
*Skype for Business
*LANDesk Service Management suite
*Microsoft System Center Configuration Manager 2016
*Airwatch Mobile Device Management
*Banking systems including CitiDirect, Barclays.Net, RBSOnline, ING
*Bespoke CRM and POS systems
*Windows 2008/2012/2016 Server
*Cisco CUCM, CCX, Unity and Redbox Call Recording
*Supportworks ITSM for call management
Skills and Experience
*Solid background in Service Desk support
*Detailed knowledge and understanding of Incident, Problem and Service Request management processes
*Experience working in a busy IT Service Desk environment in a technical customer facing role
*Over 5 years experience providing 1st to 3rd line technical support via telephone, email, remote and desk-side support
*Experience of working as a senior member of the ServiceDesk team providing an escalation point to other Service Desk Analysts, coaching, mentoring and training to the team.
*Demonstrable troubleshooting and problem resolution skills
*Strong experience of Microsoft Windows platform including Windows 7 and 10 support and installation
*Strong Microsoft Office and Office 365 skills
*Active Directory and other account administration experience
*Experience working with and adhering to procedures
Spring 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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