Full Description

We are seeking an individual to provide first and second level technology support to internal staff, to process requests for technology services of all kinds, and fulfil a range of administration duties that combine to provide a high level of customer service for all technology system.

Principle duties will include:

• Provide cover and assistance for cash receipts and allocations
• Assist with allocation of office receipts
• To act as a single point of contact for phone calls, emails and service desk requests from staff regarding technology issues, queries and requests for assistance
• Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
• Ensure that all requests are accurately logged and managed in the Technology Service Desk ticket system
• Troubleshoot technology related problems from in-house software to hardware, such as thin client terminals, laptops, printers, and mobile devices
• Mobile device administration and support
• Provide phone system support and administration
• Ticket management – to manage caller's expectations by updating and escalating unresolved calls to the escalation team
• Take ownership of user problems and follow up the on status of problems on behalf of the user and communicate progress in a timely manner
• Demonstrate an excellent standard of customer service at all times, and to act as an ambassador for the Technology department in all dealings with our customers
• Adhere to all technology processes such as incident management, change management, problem management etc
• Conduct user administration – joiners/movers/leavers/application access
• To liaise with third party suppliers for additional technical support
• Asset management - ensure all relevant technology records are maintained and updated
• Installation of equipment – Thin clients, PC’s, printers, laptops, photocopiers, VC systems
• Process procurement and logistic functions, including quotes, purchase of items and updating of relevant documentation
• Create and maintain technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
• Follow a security-first approach, being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
• Encourage staff awareness of cyber security risks and of best practise guidelines
• Provide end of day updates for priority tasks to the Technology operations management team
• Produce weekly helpdesk reports
• Provide support to other Service Desk analysts across the team

Skills/Experience:
A minimum of 2 years' experience in a similar role. Being able to evidence a keen interest in technology and new technology is preferred, and higher education experience of technology would be an advantage.

Some knowledge of the systems listed below would be beneficial:

• Microsoft Windows 10, Microsoft Office & Teams
• Active Directory
• Microsoft Exchange
• iManage Work DMS
• Mimecast

​Personal characteristics:

• Must be able to work independently and on your own initiative
• Ability to prioritise tasks and manage own workload
• Excellent customer service skills & positive attitude
• Confident and polite telephone & email communication skills
• Helpful and enthusiastic approach to user problems
• Ability to work successfully in a team & collaborate with team members
• An aptitude for problem solving
• Highly motivated, and willing to do more than is necessary / requested
• Ability to work in a busy and sometimes pressurised environment
  

Conditions of work:

• 35 hours per week with 90 minutes for lunch – standard working hours are 08:30 am to 5:00 pm
• ​Be able to start earlier or stay later an ad-hoc basis to meet customer or team requirements. (Paid at overtime rates)
• ​Some weekend work is required on an ad-hoc basis as part of the role for operational requests and system changes / upgrades that need to be released out of hours (this is paid at overtime rates)
• ​Be part of an out of hours duty rota for any urgent issues raised outside of normal working hours

Please click on the below link to submit a CV for this vacancy.

For more information please visit https://www.careyolsen.com/careers/vacancies/senior-service-desk-analyst-va108.

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