Desk Side & Technology Support Analyst

Location: London
Hours per Week: 37.5 (Monday to Friday, 5 days per week)
Contract Initial End Date: 31st December 2024
Start Date: ASAP
Eligible for Expenses: Yes
Vetting Required: No

About the Role

We are seeking an experienced Desk Side & Technology Support Analyst to join our team based in London. This role is responsible for managing and resolving 2nd Line incident and service requests, ensuring outstanding customer service across the region. If you have a solid technical background and a passion for solving IT problems, we’d love to hear from you.

Key Responsibilities:

Manage and prioritize 2nd Line incidents and requests according to SLAs.
Troubleshoot desktop computing, telephony, and technology issues, ensuring prompt resolutions.
Deploy IT hardware and manage asset tracking during deployments.
Maintain service excellence by providing regular updates to customers.
Take ownership of issues, carrying out problem analysis and implementing fixes.
Escalate incidents to other support teams when necessary.
Maintain equipment rooms in compliance with IT Services standards.
Support new office or site setups within the local region.
Manage Service Now ‘Stock Rooms’ and the goods receipting process.
Oversee the recycling of redundant IT equipment, adhering to the Asset Disposal Policy.
Provide reports and updates to the Desk Side and Technology Support Team Lead.
Act as an escalation point for local service issues and support the team when required.
Exhibit a flexible approach to working on a rota basis, providing cover as needed.

Experience and Skills Required:

Essential:

4+ years of experience in IT Service Management principles and processes.
Experience in a corporate IT environment and working to/exceeding Service Level Agreements.
Strong technical knowledge of IS services and excellent troubleshooting skills.
Strong customer service orientation with excellent communication skills.
Proficient in database/excel structures, data analysis, and reporting.
A valid driving license (required for travel to other offices).
Desirable:

Microsoft certifications or ITIL V3/4 Foundation certification.
Experience using Service Now.
Previous experience in delivering process efficiencies and improvements.

Why Join Us?

Work in a dynamic environment, providing vital IT support across the region.
Be part of a collaborative team, where your expertise and skills will be valued.
Opportunity to engage with various technologies and contribute to service excellence.

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.

We actively recruit at all levels and this is a superb opportunity for a Support Analyst looking for new employment.

We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences