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Desktop Support Analyst SC Cleared

Experis LTD
Job LocationLondon
EducationNot Mentioned
Salary£125.00 - £150.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Desktop Support Analyst - SC CLEAREDExperis are recruiting for the role of a Desktop Support Analyst for a central Government department. The successful contractor will be responsible for providing 2nd line support for all staff, resolving support requests and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services to staff over the phone, through e-mail, with remote tools, and in person (for walk-in customers).Technical

  • Assist all users with any logged IT related incident when called upon to do so.
  • Accurately record, update and document incidents and requests using the IT Service Desk call logging system (Service Now).
  • 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.
  • Full administration (creation, maintenance and deletion) of user accounts of all types (including but not limited to Active Directory, Exchange, Omnidox, CMS, Blackberry, Becrypt and Lync).
  • Installation, configuration and troubleshooting, where necessary, of IT equipment including workstations, monitors, laptops and mobile devices (Blackberry and Tablets).
  • Installation, configuration and troubleshooting, where necessary, of standard front-end user software, including Microsoft Windows and Microsoft Office products.
  • Support level understanding, of Citrix Desktop Director as a way to provide capable remote support to customers.
  • Configuration and Maintenance of the printer estate (through SafeCom), including resolving printing incidents (and their function as copiers and scanners).
  • To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
    • Customer Service:
  • To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
  • Understand and work within the ITIL Service Delivery framework.
  • Attend training courses as identified and agreed for appropriate professional development.
  • Actively support the equality and diversity policies of the Government Legal Department.
  • Undertake other duties not specifically stated which from time to time are necessary, without altering the nature or level of BAU responsibilities.

    • APPLY NOW

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