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Corporate Desk Side Support Analyst

Corporate Desk Side Support Analyst

Posted 14 February by Manpower
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Job Title: Corporate Desk Side Support Analyst
Start Date: ASAP
Contract: 6 months start, possibility of rolling contract.
Hours Per Week: 40
Location: Watford (Major Hotel Chain)

Working hours: 40 Hours per week. Working on a 5 week rota with other Support Analysts
Early shift: 7am - 4pm
Core shift: 8.30am - 5.30pm
Late shift: 10am - 7pm
On Call: 1 week in 5 and is required to be able to get to Maple Court office within an hour of receiving a call.(On call fixed payment - £25.00 per week )
Rate of Pay - £19.00 per hour for a 40 hour working week
There will be the expectation of the successful candidate to be either operate an s LTD co contactor or would be prepared to setup a LTD CO for this role.


Corporate Desk Side Support Analyst

The role of this analyst is to assist Hilton internal team members who are experiencing any procedural or operating difficulty with the use of Hilton standard deployed hardware, IT applications, products or services. Complex and/or high priority problems are elevated to subject matter expert support groups for resolution when needed. The analyst is responsible to ensure that an effective solution is employed in a timely manner to the team member.
Major duties and responsibilities
* Professionally and respectfully represents other Information Technology staff members, teams, and their services to the client community.
* Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
* Determines the most effective manner to resolve customer's technical issue while adhere to the predefined solutions set by the Standard Systems Engineer team. Engages in research and in-depth troubleshooting to resolve technical issues.
* Records relevant customer and problem information in the Hilton ticketing system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
* Resolves Level 1 work orders. Escalate complex and/or high priority problems that we are not able to resolve to the appropriate support groups for assistance and resolution.
* Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
* Work on support desk related projects as assigned by supervisor.
* Assist in developing long-term strategies and capacity planning for improving the Corporate Systems Support operations.
* Support and manage conference rooms and technology deployed to these rooms including but not limited to the upkeep of the software/firmware patches, coordinate with the backend engineers on installing,
* Support and manage LAN rooms and all apparatus reside in the rooms including but not limited cable patching, update of switch port availability, cable management to ensure the room is professionally presentable where the cables are neatly labeled, and periodically server inventory.
* Assist in the maintenance & upkeep of IT documentation including but not limited to processes, instructions, inventory data and SOP.
* Other duties as required.
Experience Requirement
* A minimum of 2-3 years of experience in desktop troubleshooting and repair. CompTia A+ certified is a plus.
* 1 - 2 year of experience in support of Apple products.
* Ability to support conference room technology including but not limited to Cisco Telepresence System.
* Working knowledge of current market technology, protocol, operating systems and standards such as Microsoft Windows OS of all versions, MS Office Suites (all versions including O365), MS Visio, MS Project, Citrix environment, thin clients, imaging tools such as Ghost, Adobe Creative Cloud and other off the shelf commercially available software tool.
* Ability to perform overtime works that are outside of the normal business hours including holidays and weekends as required.
* Ability to operate small computer tools to disassemble/assemble small computer components peripheral and its accessories.
* Ability to read and understand technical manuals, procedural documentation, OEM guides.
* Ability to conduct research on computer related issues and translate the information into actionable technical documents.
* Ability to present ideas in user-friendly language.
* Ability to work in a team-oriented environment.
* Ability to work in the LAN Room settings and able to identify the variety of LAN equipment and apparatus.
* Ability to support conference room technology including but not limited to Cisco Telepresence System.
* Ability to support and operate CommVault/Backup-Exec software and fluent with the tape backup systems available in the market place.
* Ability to work with ProLiant and the likes servers, setting up Disk Array
* Ability to read, write and speak fluent in English

Reference: 37285303

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