Desktop Support Analyst // 2nd line support // ServiceNow // ITIL // Contract initially till end of year // Birmingham // £29/hour (Umbrella)
REED Technology are working with a client who are URGENTLY looking for a Desktop Support Analyst who will be responsible for resolving all 2nd Line incidents and service requests within their region. The ideal candidate will have a strong understanding of technology and excellent customer service skills.
Key Responsibilities:
- Manage and prioritise all 2nd line incidents and requests according to defined SLAs.
- Troubleshoot desktop computing issues based on service requests.
- Deploy IT hardware and track assets during deployment.
- Provide regular updates to customers throughout the incident management process.
- Conduct problem analysis to implement fixes and restore service.
- Troubleshoot technology and telephony issues to resolution.
- Maintain equipment rooms and comply with IT Services and QSSE standards.
- Support the setup of new offices, sites, or projects.
- Manage Service Now ‘Stock Rooms' and goods receipting process.
- Ensure proper disposal of redundant IT equipment.
- Act as an escalation point for 2nd Line support issues.
- Maintain conference room IT facilities.
- Escalate and track issues with vendors and internal support teams.
- Analyse reports and review tickets outside of SLA.
- Provide reports and updates to the Team Lead.
- Provide cover for the Team Lead when required.
- Support team members and exhibit flexibility in working on a rota basis.
Experience Required:
- Minimum 4 years' experience in IT Service Management principles and processes.
- Proficiency in working in a Corporate IT environment.
- Experience in exceeding Service Level Agreements.
- Broad technical understanding of IS services.
- Ability to learn and apply new technologies.
- Strong business focus and customer service skills.
- Working knowledge of database/excel structures and data analysis.
- Valid driving license and willingness to travel.
Desirable:
- Microsoft Certification.
- ITIL V3/4 Foundation Qualification.
- Working knowledge of Service Now.
- Customer Service Experience.
If this requirement is a role you have experience and skills in, please apply using the link provided.