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Deskside & Technology Support Analyst

Location: 5 days on site – Bristol based office

Start Date: ASAP

Duration: 6 months

Hourly Rate: £35.00

Purpose of the Role:
The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incidents and service requests within a designated region. This role requires strong technical knowledge and excellent customer service skills to support users effectively.
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Key Responsibilities:
- Prioritise and manage all 2nd Line incidents and service requests in line with defined SLAs and best practice guidelines.
- Troubleshoot desktop computing issues reported through the Global Service Desk.
- Deploy IT hardware, and ensure assets are recorded and tracked in line with established IT service procedures.
- Maintain a high standard of customer service by providing regular updates throughout incident and request management.
- Take ownership of issues, conduct root cause analysis, and implement temporary or permanent fixes. Escalate when necessary.
- Investigate and resolve a wide range of technology and telephony issues.
- Ensure local equipment rooms meet IT service and safety standards, mitigating risks from audits and assessments.
- Support the setup of new office locations, sites, or projects in the region.
- Manage and maintain ServiceNow 'Stock Rooms' and oversee goods receipting processes.
- Coordinate the recycling and disposal of outdated IT equipment in accordance with asset disposal policies.
- Act as a point of escalation for 2nd Line support and local service issues.
- Maintain and support all conference room IT facilities.
- Work with vendors and internal teams to escalate and resolve hardware and software issues.
- Conduct daily reviews of SLA performance reports and flag outstanding tickets.
- Provide updates and reports to the Desk Side and Technology Support Team Lead.
- Offer support and coverage for the local Team Lead when needed.
- Assist and mentor other team members as required.
- Be flexible to work in shifts or provide additional coverage when necessary.
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Experience Required
Essential:
- Minimum of 4 years' experience in IT Service Management.
- Strong background in a corporate IT environment.
- Demonstrated ability to meet and exceed Service Level Agreements.
- Solid understanding of a range of IT services and systems.
- Willingness to undergo security clearance, depending on the region.
- Quick to learn and adapt to new technologies.
- Excellent customer service and communication skills.
- Proficiency with database and Excel structures/configurations.
- Strong analytical, reporting, and numeracy skills.
- A valid driving license is required due to expected regional travel.
Desirable:
- Microsoft certification(s).
- ITIL v3/v4 Foundation certification.
- Familiarity with ServiceNow.
- Previous experience in customer-facing support roles