2nd Line Support Analyst

Title of Job Digital Workplace Analyst / 2nd Line Support Analyst 

The Digital Workplace team are the main team responsible for managing user incidents and service requests relating to the digital workplace environment (laptop / desktop, mobile, user management, printing, audio-visual / teleconferencing) including providing technical support for offices and sites.

The role of the Digital Workplace Analyst is to provide remote and on-site assistance to IT service users, acting as the main point of contact for the notification and management of digital workplace incidents and service requests, ensuring delivery of timely and quality end-user IT services through consistent application of internal processes and clear communications.

Key Accountabilities
IT Service Delivery
• Provide remote and desk-side support and assistance to employees (users) with regard to IT services provided by the UK IT department
• Ensure that all calls are logged in the IT Service Management tool to ensure accurate statistics and analysis of calls
• Liaise and coordinate with the Group Service Desk to ensure timely identification, capture, assignment, processing and completion of incidents and service requests
• Monitor ticket queues to identify trends and escalate to Major Incident or Problem where appropriate
• Knowledge sharing and participation in meetings to ensure an excellent customer experience
• Provide advice and guidance to customers and liaise with 3rd parties on support issues where appropriate
• Ensure that users are kept informed of the status of any outstanding calls
• Ensure that documentation (technical notes, incident resolution notes, installation procedures, user guides etc.) are developed and maintained up to date and stored in the appropriate document repository
• When a Major Incident occurs, reprioritise work in accordance with the requirements dictated by the Digital Workplace Manager
• Work with other teams within the IT Department to achieve call resolution.

Technical Support
• Support videoconferencing facilities & meeting room functionality (including tele-conferences, web meetings and room bookings)
• Troubleshooting of networking issues including cabling and patching
• Troubleshoot hardware and software problems for desktops/laptops printers.

Device Management
• Procure and deploy laptop / desktop and mobile devices according to group standards, ensuring devices are registered appropriately within group platforms
• Install, configure, support and troubleshoot software application and services including Windows platforms, Microsoft Office 365, Internet Browsers, Terminal Services, backup software, Active Directory and Citrix thin client and locally-installed business applications where required
• Work with IT to ensure local applications work and perform consistently on devices
• Ensure the CMDB / Asset Database is kept up to date in relation to user allocation and that assets are retrieved when users leave the organisation

Account Management
• Process request for Starters, Leavers and Movers and associated user account management activities
• Ensure that user accounts are deployed and configured correctly according to group standards
• Ensure that user accounts are given appropriate privileges according to general role requirements and specific approved requests

Administration
• Ensure that digital workplace information and reports are kept up to date – particular stock, asset database, purchase requisitions, billing reports etc.
• Carry out ‘ad-hoc’ tasks when requested to assist with the smooth running of the IT Department and to ensure a high level of support for users.
• Service operations SLAs / customer expectations are met (e.g. incident response and resolution, service request fulfilment – particularly on user start / account creation and delivery of IT devices)
• Ensuring that internal processes are followed correctly and consistently
• Timely monitoring and processing of incident and service request tickets
• Providing customer / team updates with clear and concise information

Knowledge and Skills
• Excellent knowledge of Digital Workplace technologies and support activities – Windows, Office 365, Active Directory user and group administration, Mobile / Intune
• Excellent knowledge of desktop infrastructure & current windows desktop OS support
• Good knowledge of Audio Visual and meeting room technologies to enable support of meeting rooms and logging of advanced issues with 3rd party providers
• Good knowledge and understanding of service provisioning tools and processes
• Good knowledge of group / company specific tools and platforms for managing users, mailboxes, accounts etc
• Good understanding of Cyber Security principles and approaches
• An understanding of the basic concepts of ITIL
• An understanding of network technologies and cloud services would be helpful

Qualifications:
• A-levels or equivalent, or suitable experience

Desirable
• Appropriate desktop management qualifications (e.g. Microsoft Certified, ITIL, Comptia)