Desktop Support Analyst

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Desktop Support Analyst

As part of the Desktop Support team you will be responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.

Job Description

Desktop Support Analyst
Location:Glasgow

Job Description

We have an exciting opportunity for a Desktop Support Analyst to join our UK team on a 6 month contractor basis supporting office locations around England and Scotland.

THE ROLE YOU WILL PLAY

As part of the Desktop Support team you will be responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.

Duties will include:

Investigating issues logged by users on the helpdesk. Ensuring the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress
Prioritise helpdesk tickets based on business impact and ensure they are dealt with in a timely fashion
Escalate support incidents when necessary and in a timely and consistent fashion.
Identify common issues and investigate / implement long term fixes, rather than piecemeal ‘workarounds’
Daily maintenance including backup checks and reporting
Perform user account management as part of the starter / leaver process
Contribution to central Infrastructure Services documentation and information repository
Support and assist with Infrastructure Services projects when called upon
Ensure software licensing policies are followed at all times.
Liaise with the Asset Manager to ensure correct asset registration and assist in stock control

PROFILE

Our ideal candidate will have:

Previous experience in a technical support role, ideally second line / customer-facing
Experience in communications and interfacing peripherals to computer hardware
Excellent communication skills, both spoken and written
Knowledge of Windows Desktop Operating Systems
Knowledge and experience of basic networking, TCP IP, broadband setup, remote desktop, Microsoft Office
Proven ability to learn about new and complex products and services quickly
Able to demonstrate analytical and creative problem solving skills
Ability to produce clear, concise, technical reports
Proven team player

Advanced Resource Managers IT Limited operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.

Key Consultant

Luke Dunford

Luke Dunford profile

I am responsible for sourcing the best IT talent for our corporate services clients. I excel in covering all IT contract roles, from first-line support to programme managers and entry level developers to enterprise architects.