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Location

West Malling, Kent | United Kingdom

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Job description

Service & Support Analyst

Main Purpose of Role:
To be part of a team dedicated to maintaining a high level of service to internal customers acting as a single point of contact for all Incidents & Requests with an ITIL framework.

Responsible for ensuring work items are accurately logged, prioritised and resolved/escalated within assigned SLA’s either remotely or at desk side.

Responsible to: Service Desk Manager
Key Job Responsibilities:
• Provide cover to business users between hours of 8:00am and 6:00pm on a tri shift rotational basis between Monday to Friday.
• Provide 1st line support via telephone, ITSM tools, Email & Walk-ins for all IT, Network and Telephony Incidents and Requests.
• Log and perform analysis including accurate prioritisation of all Incidents, diagnosing and providing high levels of resolution at initial point of contact
• Work closely with the 2nd/3rd line support teams to assist with Incident resolutions
• Provide 2nd line support via telephone, ITSM tools and deskside covering software/hardware deployment/repairs, delivery of peripherals, MFD’s, Thin Clients and Remote Access in line with agreed processes and procedures
• Meet & Exceed SLA’s and where possible contributing to team and the departments
KPI’s.
• Accurately escalate Incidents that cannot be resolved within the expertise of the role.
• Provide Support, Maintenance & Configuration of the Desktop estate and network infrastructure (LAN & WAN)
• Provide Software Support for applications such as MS Office, O365, Salesforce, Email Management systems, Internal bespoke systems and Windows 7/10/11, Server 2012/2016
• Provide support, administration and configuration management of the internal telephone systems.
• Deployment and maintenance of Anti Virus and patch management solutions.
• Maintenance and configuration of MMD Desktop & Apple mobile estate
• Provide meeting room support for Webinar’s and Video conference
• User Administration activities across IT controlled systems including unlock/resets and starters/leavers.
• Management of the life cycle for Priority 1 Incidents including the writing of business communications and post incident reports
• Attend weekly Change Management meetings on a rotation basis becoming the voice of the Service area speaking up in instances of concerns
• Manage 3rd party supplier relationships
• Provide support 1 day per 1.5 weeks at our London satellite office (travel expenses will be covered
• Work with the Technical teams in recommending and defining solutions for the end user desktop experience.
• Support the Team Lead towards continued improvement of team process and customer experience
• Provide assistance with the transition of projects, services and suppliers into production
• Be part of a future defined, structured, on call rota.
• Build excellent working relationships with internal customers
• Build excellent working relationships with external suppliers
• Contribute to service review meetings with external suppliers
• Support software asset management compliance across the business.
• Perform regular audits to verify that all asset records are up to date and to resolve any compliance issues resulting from recent audits
• Maintain the IT Asset register, recording details of all assets in the Configuration Management database

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Job tags

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Salary

£32k per annum