As a Desktop Support Analyst your main responsibilities will be:
Providing deskside support by following and using defined IT Management & Control systems, processes and procedures to track and resolve user/business questions and problems.
Maintaining and supporting all IT deskside infrastructure and systems as necessary to provide a resilient and effective IT environment for the business.
Undertaking IT hardware and software installation, testing, evaluation and problem solving.
Participating in and following a systematic Incident Management and Request Fulfilment process.
Maintaining an infrastructure and software inventory system to provide adequate information for equipment management, replacement, licensing and insurance.
Assisting with support systems and customers on events/issues or volume support issues.
Reviewing Huntingdon Server backups, as and when required.
Undertaking other duties as assigned.
The skills and experience we're looking for are:
To provide Service Desk support to clients via telephone and face to face.
Logging and updating all key information regarding support calls on the Company's Incident Management Application
Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA's
To escalate calls where necessary to Third Line
To keep up to date with appropriate technologies as used by the Company and its Clients from time to time
To familiarize yourself with all key Company systems
To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company's offer of training
BTEC ICT Specialist qualifications or equivalent professional experience
CompTIA A+ qualification or equivalent professional experience
Microsoft Certified Solutions Associate | MCSA or equivalent professional experience
Relevant Job Experience:
Proven professional experience as Systems Engineer or Support Technician in a Windows Active Directory environment
Supporting a Citrix XenApp environment
Specialised Job/Technical Knowledge:
Advanced Microsoft Windows operating system knowledge and understanding related to administration, installation and management of such environments.
Citrix XenApp 5 or above
Microsoft Exchange 2007 or above
Microsoft System Centre Configuration Manager
Non-Technical Skills and Abilities:
Excellent interpersonal and communication skills
Excellent problem solving skills demonstrating root-cause-analysis solutions
Ability to communicate technology issues to various levels of users in uncomplicated non-technical terms
Badenoch & Clark is acting as an Employment Agency in relation to this vacancy. Badenoch & Clark is an Equal Opportunity Employer and a registered Disability Symbol User.
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