Junior Technical Services Analyst null

Description

Overview of the role

The role of the Technical Services Analyst focuses on delivering and improving desktop services to our colleagues working in our offices or remotely. This role contributes to the delivery of project work designed to improve the services offered to our colleagues or to improve the efficiency and effectiveness of the team in delivering work. The Technical Services Analyst is accountable for the quality of the work delivered to colleagues.

Key responsibilities

• Provisioning of desktop hardware and other devices for end-users.
• Providing technical support for company devices and network connectivity.
• Installing and configuring software systems.
• Managing access to systems including the Microsoft 365 portfolio.
• Responding to alerts raised by endpoint protection systems.
• Ensuring colleagues can work anywhere and have a consistent experience.
• Managing access to information and controlling access to that information.
• Managing and maintaining meeting room equipment.
• Managing and maintaining telephone equipment.
• Ensuring tickets are managed in line with our agreed processes.
• Ensuring work is carried out in line with security best practices.
• Work will be managed by.
• Recording and responding to user queries using the ITSM tool.
• Maintaining ownership of user problems until a mutually satisfactory resolution is obtained.
• Highlighting persistent problems.
• Building documentation and KBAs to share knowledge across the team.

Requirements

Key skills

• Excellent communication skills. (Written and Verbal).
• Good interpersonal and customer care skills.
• Good analytical and problem-solving skills.
• Up-to-date technical knowledge.
• Logical thinker.
• Knowledge of Windows OS installation and troubleshooting.
• Knowledge of Microsoft 365.
• Printer management and troubleshooting.
• Knowledge of MS Office/Outlook.
• Troubleshooting web application and network connectivity issues.
• Good accurate record keeping.