Desktop Support Analyst

Desktop Support Analyst – Norwich, Norfolk – £20-22.5k

Overview

As a Desktop Support Analyst you will be responsible for delivering 1st and2nd line solutions to technical faults and user enquiries. This support will be delivered by phone and face to phone at the desktop. You will need to approach problems enthusiastically and creatively, ensuring you apply technical and commercial experience in a positive way.

Responsibilities

To provide technical support on all aspects of hardware and peripherals, production applications and the server configuration set up which is unique to this environment.

To provide network maintenance and administration tasks as directed; ensuring all necessary control documentation is completed.

To demonstrate excellent troubleshooting and diagnosis skills, escalating where appropriate and using resources efficiently.

To take ownership of calls and enquiries logged with Desktop Support and update the clients/users on a regular basis.

To record activity the call logging system. All written communication must be well structured, accurate and easy to understand.

To maintain regular communication with users ensuring calls are progressed efficiently.

To maintain regular communication with the Client IT functions, ensuring issues are escalated when necessary and that you work within the standards they set.

To participate in the delivery of IS projects.

Any other related task as directed by the Servicedesk Manager or IS Operations Manager.

Technical skills

• Experienced in PC/Server environment supporting both hardware and software
• Experienced in imaging PCS with Acronis
• Printer Support and Configuration
• Good problem solving ability and troubleshooting skills
• Good knowledge of Windows XP & 7/8
• MS Office applications– all versions
• Lotus Notes or Microsoft Outlook installation/configuration
• Blackberry and BES server experience
• Basic network knowledge and troubleshooting skills
• Managed Environments
• Maintaining relationships with 3rd Party Vendors
• Microsoft Active Directory Administration
• Good knowledge of Sophos, PGP encryption, RDP & Dameware
• Desirable MAC knowledge
• Desirable ITIL knowledge/qualification
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