Helpdesk / 1st line / 2nd Line Support - SC Cleared

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SC Cleared - Based in our Farnborough office the Desktop Support Analyst is responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.

*Investigating issues logged by users on the helpdesk using ServiceNow

oEnsure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress.

oEnsure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion.

oEscalate support incidents when necessary and in a timely and consistent fashion.

odentify common issues and investigate / implement long term fixes, rather than piecemeal 'workarounds'.

oEnsuring that standards and procedures are followed.

*Perform user account management as part of the starter / leaver process

oPerform account creation and suspension tasks as required; ensuring that standards and procedures are followed.

*Contribution to central Desktop Services documentation and information repository

*Support and assist with projects when called upon

*Ensure software licensing policies are followed at all times.

*Liaise with the Asset Manager to ensure correct asset registration and assist in stock control

Skills required for this Role:

The Helpdesk and onsite support would include:

*Support Calls

*Help desk

*Onsite & Remote Support

*PC imaging and Setup for New Users

*Daily Checks

*Dynamic and flexible "can-do" attitude

*Some travel to support remote offices

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.