Desktop Support Analyst, SC Cleared, Windows 10, O365, ITIL, ServiceNow - Bristol

Desktop Support Analyst, SC Cleared, Windows 10, O365, ITIL, ServiceNow - Bristol/BS32 onsite

The Desktop Support Analyst is required to join an existing support team and provide 2nd line Deskside support to over 1000 staff; resolving incidents and service requests within the London office of this International organisation.This role requires a strong understanding of technology and excellent customer service skills to ensure service excellence

Experience Required:

• 3+ years in a 2nd Line desktop support role, supporting in a Windows 10 and O365 environment. Microsoft certificates are preferred.
• Must have supported 1000+ users.
• Live Security Clearance
• Must hold a clean driving license. Car can be provided as and when required.
• Note that this is a fully onsite working role, 5 days Monday to Friday.

Key Responsibilities:

• Prioritise and manage all 2nd Line incidents and requests, ensuring adherence to service level agreements (SLAs) and best practices.
• Troubleshoot desktop computing issues logged via ServiceNow.
• Deploy IT hardware, track assets, and follow established workflows during deployment.
• Provide continuous updates to customers regarding the status of their incidents and requests. Analyse and resolve technical issues related to technology and telephony systems, escalating when necessary.
• Maintain equipment rooms to comply with IT Services and safety standards, and support the setup of new offices and projects in the region.
• Provide reports on unresolved tickets and issues, working closely with the Team Lead to ensure issues are resolved within SLAs.
• Offer team support, act as an escalation point for complex issues, and provide cover for the Team Lead when needed.

Desktop Support Analyst, SC Cleared, Windows 10, O365, ITIL, ServiceNow - Bristol/BS32 onsite