The Workplace Support Analyst is responsible for providing deskside support for PCs, end user devices and
software in the EUNA region reporting to the UK South - IT Manager based in UK. This role is based in Croydon but
will require regular travel within the South region including occasional international travel to other offices.
Key Responsibilities and Accountabilities
- Provision of deskside and on-site IT support within the UK South sub region.
- Deskside and on-site support includes support and maintenance of PC hardware and software, printers, scanners, photocopiers, conferencing equipment and other end-point devices.
- Monitoring and troubleshooting desktop related problems including PC performance, connectivity and applications issues, managing virus outbreaks and fulfilling standard service requests such as the provision of new PCs, PC moves and hardware upgrades.
- On-site IT support includes support for non-Desktop IT equipment located in offices such as network equipment, servers, telephone systems and server rooms. Workplace Support teams only provide support for non-Desktop IT equipment when this support cannot be facilitated remotely and this support is carried out under instruction from the third-line support teams.
- On-site IT support includes routine office or site visits to deal with non-urgent IT incidents and requests, emergency visits for urgent incidents and periodic visits to inspect on-site IT equipment and infrastructure such as server rooms.
- Works to achieve relevant service level and operational level targets for incident management and request fulfilment and proactively escalates potential service level breaches to the Head of IT for the region.
- Ensures relevant people are informed about new and on-going incidents.
- Works with relevant local third-party service providers to report, troubleshoot and escalate problems.
- Allocates tasks to IT contacts and super users in remote offices where appropriate and provides remote guidance to enable them to complete tasks
- Proactively identifies problems and documents known errors and workarounds for use by the Service
- Desk and other support teams.
- Maintains relationships with key office and site contacts.
- Follows processes to deliver regional Workplace Services reliably, efficiently and effectively.
- Ensures own actions comply with standards, policies and any regulation this includes adhering to the change management.
- Ensure that all IT support work is recorded in IT management system.
- Undertakes infrastructure (network, server, storage) tasks and actions, as guided and directed by the regional and global Infrastructure and Hosting teams.
- Provides ‘last mile’ support for remote teams, to assist with hardware installation and removal, visual inspections, problem diagnosis and other support as required.
- Provide assistance with IT projects and office moves.
- Highlight any issues with the local office IT infrastructure e.g. server room safety issues, to relevant staff including office managers and relevant technical teams in the service centres.
- Identifies service improvements and owns relevant actions within the Workplace Services Improvement Plan.
- Keep asset records up to date for IT equipment.
Key process accountabilities
- Technology Management
- Incident and Problem management
- Request fulfillment
- Change management
- Auditing of IT equipment in line with governance and process
Key Performance Indicators
- SLA/OLA performance including response time to incidents and requests
- Quality of ticket updates
- Completion of scheduled office visits
- Continual service improvement metrics
- Accurate asset and audit information
Education, Experience and Skills Requirement
Formal Education & Certification
- Qualifications in IT related subjects are desirable
- Relevant Microsoft Desktop training ideally working towards or possessing MCSA for Windows Desktop.
- ITIL Foundation Certificate is highly desirable.
Knowledge and Experience
- Desktop Support experience, ideally having worked for at least one year on a Service Desk.
- Detailed knowledge and experience of supporting desktop computer environments including hardware, software and corporate applications.
- Experience working in a global organisation is beneficial.
- Experience of using ticketing system to record and manage work.
- Experience working in a service level driven environment.
- Excellent customer service skills.
- Ability to communicate clearly and concisely with senior staff members in high pressure situations.
- Excellent English language skills.
- Excellent customer service skills with the ability to communicate clearly and concisely with all levels of
- Ability to write and produce clear technical documentation and operational reports.
- Strong interpersonal skills: writing, speaking, listening, persuading and influencing and collaborating.
- Skilled troubleshooter with superior analytical, evaluative, and problem-solving abilities.
- Ability to think clearly under pressure and tenacious.
- Keen attention to detail and the ability to meet deadlines.
- Overtime and out of hours work will be required at times.
- Will require regular domestic and occasional international travel.