Job Description

IT Support Analyst

Based in Bristol (On-site)

6 months initial contract

£34 - £38 per hour

May be required to go through Security Clearance

You will be responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities

Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelines

General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.

Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures

Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution

Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments

Support the set-up of new offices, sites or projects across the local region

Management of Service Now 'Stock Rooms' and ownership of goods receipting process

Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy

Act as an escalation point for 2nd Line support issues

Ensure maintenance of all conference room IT facilities

Act as an escalation point for local service issues

Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software

Provide reports and updates on current issues to the Desk Side and Technology Support Team Lead

Works as directed by Desk Side and Technology Support Team lead

Provide cover for the local Desk Side and Technology Support Team Lead when required

Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessaryExperience Required

Essential:

Experience in IT Service Management principles and processes

High level of proficiency and knowledge of working in a Corporate IT environment

Experience in working to (and exceeding) Service Level Agreements

Broad technical understanding of IS services being supported

Ability to learn, understand, and apply new technologies.

Strong business focus and customer service skills

Working knowledge of database/excel structures/tables/configurations

Experience in data analysis and good numeracy, analytical and reporting skillDesirable:

Qualifications: Certification from Microsoft

ITIL V3/4 Foundation Qualification

Working knowledge of Service Now

Customer Service Experience