Desktop Support Analyst
Chesterfield
Up to £31,000
Your new role
The Desktop Support Analyst reports to the IT Service Delivery Manager and is responsible for providing deskside assistance to groups users. Whilst first line and Infrastructure is outsourced, you will be the main point of contact for all IT related issues.
Responsibilities
Provide onsite desktop support and remote hands-on support to the business
Responsible for following ITIL processes focussing on Incident and Change Management
Responsible for ensuring the third-party vendors and the business adhere to the underpinning IT processes
Second point of contact for the business and third parties from a network and desktop perspective
Triage Incidents to ensure the correct technology group are engaged and co-ordinate if multiple technology groups are involved
Responsible for testing technology changes ensuring technology is available for the next working day
Responsible for escalation of high priority incidents and issues
Have a good knowledge of technology security and the ability to identify breaches
Maintenance of policy and process documentation
Responsible for providing metrics and Management Information (MI)
Be available on-call for additional work when necessary to support the needs of the business.
Management of IT peripherals
Working on the Service Desk ticketing system and effectively managing priorities
Provide out of hours support as and when required by the business
Experience needed
This is an ideal role for someone from a Senior Service Desk, Desktop Support or 2nd Line background
Good knowledge and working experience of Windows and O365 and associated applications
Strong information technology experience
Ability to adapt to complex programs and updating technology
Strong customer care skills with the ability to communicate / interact at all levels within the organisation and external to the organisation
Strong diagnostic, analytical and process skills
Good emotional intelligence and awareness
Ability to work under pressure
An IT technical background with an understanding of technical terms
A positive and professional attitude
Strong interpersonal and communications skills
The ability to work to deadlines and manage workload appropriately
Good SharePoint administration skills and knowledge (Desirable)
SQL knowledge, skills and experience (Desirable)
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