Deskside & Technology Support Analyst

Desk Side and Technology Support Analyst GBP18-19 P/H

Purpose of the Team/Role

The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities

• General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
• Management of all 2nd line incidents and requests assigned to their queue in Service Now
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
• Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
• Support the set-up of new offices, sites or projects across the local region
• Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
• Develop, review and improve processes to maximize efficiencies within the team
• Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
• Ability to deliver training to audiences across the local region
• Support and adhere to processes outlined in the Business Management System
• Provide weekly/daily reports/time reporting and updates on current issues
• Ability to communicate at all levels within the company

Experience Required

Essential:

• Considerable experience of IT Service Management principles and processes
• High level of proficiency and knowledge of working in a Corporate IT environment
• Experience of 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
• Proven experience of data analysis and good numeracy, analytical and reporting skills
• A valid driving license is essential as travel will be required to other Atkins offices
• Travel expected to other offices

Desirable:

• Qualifications: Certification from Microsoft
• ITIL V4 Foundation Qualification
• Working knowledge of Service Now
• Security Clearance: Secret
• Customer Service Experience
• Competencies specific for this role

IT Service Management expertise

• Communication skills
• Stakeholder Management
• Performance Improvement
• Confidence and professionalism

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