Desktop Support Analyst

This job has now expired please search on the home page to find live IT Jobs.

Role: Desktop Support AnalystLocation: Fareham (PO15 5TT)Duration: 3 MonthsRate: £125/day PAYE

Summary:

This role is to offer deskside and remote support to business users (including VIP/C level executives) across a multi-site environment. The individual will be required to provide IT support utilizing industry best practice technical experience with a focus on excellent customer service skills. This role supports a complex environment and will include resolving incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.

ResponsibilitiesProvide first class customer focused desktop support to both VIP and standard business users across various locationsInstall, set up, update, troubleshoot and resolve issues on laptops, desktops, printers, smart devices (tablets and mobiles) and telephony equipmentSupport various applications across both legacy and current versions of Windows Operating system as well as VPN clients, Citrix and bespoke software residing on the local machines and servers.Provide hands on support for local backup systems (change tapes, physical troubleshooting, restores and monitoring) as well as logging actions.Knowledge of machine builds and ability to provide support in this area if required (including data transfer and user induction)Assist Servicedesk by producing knowledge articles to help improve first time fix rate Create support documentation to improve departmental knowledge on bespoke systems and site related activities.Work closely with the own team, internal support teams and third party suppliers to troubleshoot complex issuesSupport Starter/leaver processRegular management of incidents and service requests on company call logging tool to ensure adherence to agreed SLA'sReview and technically approve localised supplier contractsSupport project teams when requiredFlexibility to provide out of hours cover when requiredIdentify and support process improvement across team

Requirements

Essential Excellent customer service skills with 3 - 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools.Experience of troubleshooting/supporting technologies such as netbackup/MDT and Sharepoint.Experience of supporting VIP users is essentialITIL V3 AwarenessMust have previous experience of having worked in a large organization supporting 10,000+ user base across various locationsProven commitment to customer satisfactionExperience of supporting bespoke applications, with the mentality to think outside the box.Strong organizational, troubleshooting, analytical and problem solving skillsSmart presentable with strong oral and written communication skillsOutstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others)Experience of setting up and supporting smart devices such as MS Surface Pro and IPad/Mobiles.Driven, can do attitude with the ability to prioritise effectivelyExperience working as part of a team or as an individualTravel will be required across sitesParticipation in team on-call Rota where required

Desirable Experiencing of using Service Now call logging tool.Accredited technical certifications such as MCSE.ITIL V3 Foundation CertificateBackground in an engineering/factory environment To apply please send your CV's in the first instance.