Technology Support Analyst
This is a fantastic opportunity for an experienced Technology Support Analyst with previous experience of IT Service Management principles and processes to join a global organisation. Based in Bristol, you will be the central point of contact for all IT related incidents and service requests. The company offers a competitive salary, flexible working and a flexible benefits package
Purpose of the Role
Providing 2nd line support for the Business and supervising the local group information services resources.
Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
*Supervision of local IT resources
*Manage and prioritise all 2nd line incidents and requests
*General troubleshooting of the desktop computing environment based on incidents service requests logged via the Service Desk.
*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
*Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
*Troubleshooting a range of technology 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
*Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
*Ensure maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments and act as an escalation point for local service issues
*Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
*Daily analysis of reports indicating tickets outside of SLA with local team
*Previous experience of IT Service Management principles and processes
*Experience of working in a Corporate IT environment
*Solid understanding of hardware and software asset management processes
*Experience of working to (and exceeding) Service Level Agreements
*Broad technical understanding
*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 offices
Security - Depending on region you will be asked to apply for security clearance
Rewards and benefits:
The company offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices.
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.