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1st/2nd Line Desktop Support Analyst

Job title: 1st/2nd Line Desktop Support Analyst
Contract Type: Contract
Location: Stonehouse, England
Industry:
IT
Salary: £100 - £140 per day
Reference: BH-122098
Contact Name: Amanda Bury
Phone Number: 01619422117
Job Published: 10 days ago

Job Description

1st/2nd Line Desktop Support Analyst – Gloucester – 6 Months Contract

 

Essential:-  1st/2nd Line Desktop support experience.  - Knowledge of ITIL based IT Service Model a plus.  Good knowledge on structure database and application development is a plus. Assists local Server Team when server maintenance is required.  Assists in infrastructure setup & renovation project at location including the network devices, Lenel PACs, CCTV, Servers, PABX & Lync System. Works with Enterprise Services teams to deploy upgrades to customers servers, LANs, WANs and wireless networks
 

1st/2nd Line Desktop Support Analyst Job Summary:

The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces client’s desktop and laptop policies and procedures.

1st/2nd Line Desktop Support Analyst Essential Responsibilities and Duties:

Junior Level:

- Provides second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with customer regarding incident progress
- Ensures tickets are updated at all times until issues are resolved
- Conducts customer satisfaction callbacks/surveys
- Completes GET IT training for OnSite Support Analysts
- Complies with QHSE and IT policies
- Liaises with customer, other SLB IT support groups and 3rd party providers when necessary
- Performs staging of PCs
- Maintains Global Asset Management database with all the required updates related to the hardware he responsible for
- Performs IMAC (Install, Move, Add and Change)
- Conducts hardware and software maintenance and support
- Participate actively in IT team and follow up closely on the objectives & KPO

Level 1:

- Includes Junior Level responsibilities
- Troubleshoots and resolves PC incidents and/or VIP requests
- Liaises with 3rd party suppliers for hardware repair
- Assists with SCSI on IT security issues and virus elimination
- Assists local Server Team when server maintenance is required-
- Assists in infrastructure setup & renovation project at location including the network devices, Lenel PACs, CCTV, Servers, PABX & Lync System

Level 2:

- Includes Level 1 responsibilities
- Works closely with Distributed Services, Systems, Network Support and Event Management teams
- Coordinates spare asset inventory
- Maintains asset management
- Assists local Network Team when network equipment maintenance is required
- Presents and educates IT solutions, methods, and tools to customer in order to increase their efficiency.
- Organizes and schedules UseIT training in his/her location to match KPO requirements
- Active member in Area/Geomarket projects to accomplish common objectives
- Participate as one of the key person in IT Domain structure
- Supervise suppliers to perform maintenance, IMAC of IT equipment: PACS, UPS, PBX, Printers, Cabling system, etc.


Previous Experience and Competencies:

Minimum Bachelors degree preferably in IT or Engineering
Experience with an IT related discipline

1st/2nd Line Desktop Support Analyst – Gloucester – 6 Months Contract

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