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Desktop Support Analyst - Temporary

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Desktop Support Analyst required for our local authority client based in Berkshire.

£17 - £21 per hour


The Service Support Analyst will be working in a professional and commercially orientated environment, as a member of a small team. The team will act as the first point of contact for all IT issues for all areas of the IT Department, exhibiting exemplary customer service skills as they work together to achieve the KPI targets. The ability to deliver quality support to end users is paramount to this role. This post holder will be operating in a pressured environment where every day is different and priorities can change quickly.

For this wide and varied role, it is essential that all team members have a high level of communication skills, exhibit technical competence, and, follow strictly agreed processes whilst documenting and recording queries and actions.

The role will involve making use of remote management tools to support end users, manual handling in accordance with Health & Safety guidelines whilst deploying and removing IT equipment, the adherence to security protocols, and, the confidential handling of business and customer data.

From time to time the role will involve working on project work, focusing on project tasks alongside team tasks, and, reporting back to project managers as required. All team members report to the Service Support Lead and will be subject to performance management.

Reporting to the Service Support Lead this role will:

Record all support requests received by telephone or email in the Call Logging System

Follow call handling processes to provide an efficient service for the user including the appropriate use of wrap time, talk time, breaks, hot buttons and logging in. Essential

Record, monitor, update and respond to support requests in a timely manner, owning each call to completion, or, by reassigning it to other areas of the department, as per process.

Use remote support tools to assist users and resolve issues, agreeing to customer visits as a last possible outcome/action.

Undertake the set up and delivery of IT and mobile equipment to users as required.

Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents.

Engage fully and be an active participant in all Critical Incident and Problem Management activities.

Complete all registers as requested eg equipment registers, signing in and out, timesheets etc.

Perform routine maintenance tasks regularly to maintain asset registers and any Call databases within the Call Logging System.

Escalate any unusual events or issues to Team Lead / SBC management asap.

Be prepared to advice, train and cross skill colleagues as an ongoing process to maintain and strengthen team performance.

Act as a project resource, reporting back to project managers, as required.

Perform all required as part of the role such that the team will be successful and all arvato / customer KPI targets will be achieved.

Employ customer focused communication techniques, both written and verbal, in the handling of all requests and face to face communications.

In every activity, support the business by maintaining a commercial focus in all end user or Client communication.

Strong capabilities in following documented processes and verbal instruction.

Adaptable to change and capable of learning new skills & requirements.

Technically competent such that the skills required to set up end user devices can be conducted successfully, first time.

Self-motivated, proactive with a "can do attitude".

Well-developed written and oral communication skills.


Working in an ITIL environment.

Working in a PRINCE2 environment.

Working with telephony systems (VOIP/Digital).

The team will cover operational hours between 08:00 and 18:00 on a rota basis. Out of hours working may be a requirement to undertake specific projects or accommodation moves for which prior notification will be given and overtime will be paid. On call, the provision of regular support requirements to SBC Clients before 08.00hrs and after 18.00hrs may be required on a rota basis. If applicable an allowance will be payable. A security clearance check via Disclosure Scotland is a requirement of the role.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy may not have been shortlist by the client.

You can also send your CV direct to:

£17 - £21 per hour + PAYE/Umbrella