Technical Support Analyst
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Technical Support Analyst - Glasgow
Our global client, who are experiencing large growth are currently looking for an experienced Technical Support Analyst to join their team on a permanent basis. The Technical Support Analyst will be responsible for supporting all employees with problems relating to the IT technical environment, logging and managing the lifecycle of Incidents and Service Requests, whilst ensuring customer satisfaction through proactive updates and escalation where a first line fix is not possible.
Technical Support Analyst - Key Skills:
* At least three years of PC technology experience, including Windows OS (ideally Windows 7) and MS Office
* Two or more years of demonstrated experience supporting, maintaining and configuring distributed environment of Desktop devices
* Experience of working to an ITIL Framework
* Experience of Mobile Devices and Technologies
* Experience with Apple mobile devices (configuring and troubleshooting)
* Strong analytical and technical skills balanced with effective communication skills with all levels of technical and managerial staff
Technical Support Analyst - Responsibilities:
* Create regular documentation for common issues and installation guides and upload to SharePoint
* Provide constant support and guidance for Service Desk Analysts where needed
* Executes the Problem Management process tasks in adherence with departmental and company requirements
* Supports Problem Management reporting (KPIs and customer SLAs)
* Accountable for the delivery of Root Cause Analysis and problem resolution within given KPI
* Provide pro-active attitude to root cause analysis and problem management to help identify on-going issues via incident management
* Desktop configuration and environment management including patching, software upgrades, anti-virus, and malware protection
* Active directory/exchange management
* Provide on-site support for Dairies and Depots within local region
* Providing basic networking support for desktop/laptop computer systems, printers, phones, copiers, and other office equipment including patching in new/faulty ports
* Performing preventative and break/fix maintenance on any Desktop Device
* Maintaining telephones and troubleshooting basic telephony issues
The role comes with a brilliant benefits package, to find out more about this please apply for the role.
Technical Support Analyst - Glasgow
