Desk Side & Technology Support Analyst

Electus Recruitment Solutions Ltd.
Bristol (City Centre)
12 Oct 2016
20 Oct 2016
Contract Type
Desk Side Support Analyst 2nd Line Your experience and skills as a Desk side and desktop support analyst and your ability to manage 2nd line incidents would make you an asset to my client. Your excellent understanding of technology, and strong customer service skills would make you an ideal candidate for this role. Our Client is a multi-disciplinary design and engineering consultancy and can offer a diverse and challenging career across a range of sectors. 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 UK & Europe 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: Proven 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 Key Skills: Desktop Support, 2nd line, ITIL Location: Bristol, Bath, Gloucester Salary Up to £26500 Permanent Role Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum DV level. Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time. Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. This job was originally posted as