Deskside Support Analyst
Deskside Support Analyst
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Job Description
Job Purpose
This role will contribute to the effective running of the Evelyn Partners DTS Support team. The role will provide support to teams firm wide including Business Services Finance Banking & Financial Services. Support will be provided in London as well as other offices. This role will encompass travel to other Evelyn Partners offices.
Qualifications :
Key Responsibilities
- Deal with incidents & requests triaged by the Service Desk relating but not limited to support of endpoints user permissions troubleshooting application issues etc.
- Monitor the progress of incidents & requests from raise to resolution and keeping users informed of the progress
- Timely fault diagnosis
- Supporting the video conferencing equipment and meeting room technology in conjunction with 3rd Party Support partner and Unified Comms Engineer
- Raising and maintaining calls in the IT Service Management Tool where appropriate
- Triaging faults to appropriate third-party providers or other internal support teams
- Creating documentation for trending incidents and sharing knowledge with the Service Desk team
- Having a good knowledge of the importance of IT systems to the business to ensure that incidents are prioritised and escalated according to the impact and severity of the loss of service to the business.
- Carrying out desk visits where there may be a physical problem
- Building laptops for new joiners & replacement devices
- Supporting the onboarding of new service and systems that transition from project to BAU
- Assisting project teams with work that may fall outside of BAU tasks
- Other Desktop Support related tasks
- Travel to support service and business needs as required
- Some evening and weekend out of hours work will be a requirement
Skills Experience & Qualifications
- Experience with supporting the following: Windows 10 M365 including Azure Microsoft Teams Active Directory Group Policy administration Mobile device support (iPhone and Android) Polycom Video Conferencing Networking (structured cabling TCP/IP WAN VLANs) PC/Laptop/VDI Image deployment
Professional Qualifications and Education
- ITIL Foundation (desirable)
- Relevant ITIL Intermediate qualifications (desirable)
Additional Information :
Key Competencies
- Have excellent communication and interpersonal skills with management team peers and vendors
- Excellent resource management and planning skills
- Ability to provide on-site local support
- Experience of working in fast paced Desktop or similar environment
- Attention to detail
- Technically strong across a varied technology stack
- Excellent analytical and problem solving skills
- Excellent communication skills (both written and verbal)
- Service delivery focused
- Flexibility and reliability are essential
- Proven experience in meeting and exceeding targets
- Works well within both a team and individual environment
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
