Desk Side & Technology Support Analyst
- Corporate
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General troubleshooting and support of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and My IT system;
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Management of 2nd line incidents and service requests assigned via queue system
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Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request & Incident Best Practice guidelines
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Deploy and setup desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
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PC maintenance – installation of Graphics cards and memory
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Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests;
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Support and troubleshooting of meeting room equipment such as Polycom Video Conferencing and Trio telephones
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Work with global team colleagues to help analyse, resolve and see through issues
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Support the set-up of new offices, sites or projects across the local region
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Report to the Desk Side and Technology Support Manager, and assist in achieving local and regional objectives and projects
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Manage IT assets through their lifecycle of procurement, deployment and retirement
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Maintenance of local equipment rooms
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Help to develop, review and improve processes to maximize efficiencies within the team
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Exhibit a flexible approach to working on a Rota basis and provide cover when necessary
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Ability to deliver training to when required to local teams or departments
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Provide daily or weekly reports and updates on current issues
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At least 3 years’ working IT experience of an ITIL Service Management environment
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High level of proficiency and knowledge of working in a Corporate IT environment
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Experience of working to (and exceeding) Service Level Agreements
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Broad technical understanding of Microsoft Windows 7 & 10, MS Office and MS Cloud solutions (One Drive, Intune) / Office 365
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Ability to learn, understand, and apply new technologies.
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Business focused approach and good customer service skills
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Experience of data analysis and good numeracy, analytical & reporting skills
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Strong sense of responsibilities and self-discipline
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Able to communicate well with colleagues in other departments of the company
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Able to work well in a team and self-proficient
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Good command of spoken and written English and Chinese
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Customer Service Experience
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ITIL V3 Foundation Qualification
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Certification from Microsoft
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Working knowledge of supporting IT infrastructure
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Working knowledge of Service Now or a similar Service Management System
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Summary
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Middle EastContent type
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04/26/2024
Summary
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