Deskside Support Analyst
CurrentMain Duties and Responsibilities:Role responsibilities:Provide a first class IT support service via telephone, e-mail or face to face, by managing customers queries in the most effective and professional manner.Prioritise and manage active tickets to ensure they meet the target resolution and service levels ensuring that customers are kept informed of the progress of their incidents or requests, at all times.Perform regular floor walks, increasing the visibility of IT and proactively acting as a first point of contact to increase the end user experience, ensuring the customer’s needs have been established and the relevant information/diagnostics and resolution has been captured.Perform remote and on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, recommending corrective solutions as necessary.Ensure the correct installation of hardware and software (including checking & remediating licensing), always adhering to company processes and policies.Manage the end to end hardware process from installation through ensuring that equipment is being actively used to decommissioning of old IT equipment, always adhering to company processes and policies.Liaise with third-party support and PC equipment vendors as necessary.Assist in the collation and interpretation of resolution data to allow the preparation of root cause analysis reports and initiatives.Identify and advise Management on all IT matters that could have an effect on the operations of the businessGeneral responsibilities:• To comply with all reasonable orders issued by direct managers.• To abide by all rules and regulations as laid out by the Company.• To ensure you and your team comply with all Health and Safety requirements.• To adhere to the company guidelines on computer use. • To comply with departmental processes and procedures.
