NOTICE
Location - Cathay, Bristol (BS1)
Salary -£25000.00 to £25000.00 per year
Company -Commercial Ltd
Job type -Permanent
Our Managed IT Division designs, implements and supports the IT infrastructures of some of the UK’s top organisations within both the public and private sector. No client has the same needs and our solutions and support packages are tailored to the specific requirements of each client.
We currently have a vacancy in central Bristol as part of a managed service for a leading legal services client, for an experienced IT Service Desk Analyst.
Applicants are required to have had proven experience of working in a busy client facing service desk environment and have exceptional customer service and communication skills (both written and verbal) to support this. Root cause analysis, problem management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers as well as meeting the contracted SLAs.
The position primarily involves supporting and troubleshooting all aspects of the firm’s desktop and application environment. The end user experience in using the IT Systems is of paramount importance as a result it is essential that incidents and known problems are fully investigated and either resolved or explained in a timely fashion. There will be some exposure to the infrastructure environment so knowledge of some key infrastructure technologies would be beneficial.
We want you to...
Respond to day-to-day queries related to system issues, performance, user requests/queries, web and email services via telephone, email and the ITSM Ticketing Platform
Maintain support tickets correctly and keep the client updated with progress every day
Install and support hardware components including laptops, monitors and mobile devices
Manage workstations and laptops via SCCM and other remote connectivity tools
Work within an ITIL framework to address issues transparently to ensure operations SLAs are met.
Develop existing customer relationships and build a rapport with stakeholders
‘Be a Team Player’ and take responsibility for flagging high priority calls
Attend remote sites when required
Document procedures/processes and contribute to the knowledgebase
Adhere to the client’s established policies, procedures, standards and guidelines at all times, including Asset Management, Starters, Leavers, Changes, ISO27001 etc
Take responsibility for the ensuring the clients Asset Management inventory is accurate and Starters, Leavers, Change process is followed
Consult with onsite and offsite teams as required to resolve incidents and develop individual skillset
Complete other duties as requested by your line manager
You have got…
Proven experience with the technologies listed below:
Microsoft Office 2010, 2013, 2016, 365
Active Directory Administrations’
Windows Server 2008 R2, 2012, 2016
Desktop/laptop set-up, configuration and performance tuning
Microsoft SCCM
Web and E-mail Security
Antivirus Software
Managed Print Solution software
Mobility Software - MDM, iOS, Android etc
Mobile Devices - iPhones and iPads etc
Legal Business Applications – Document Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc
It would also be beneficial to have experience of:
Exchange 2010 to 2016
Citrix XenApp and XenDesktop
Microsoft Remote Desktop Services
Corporate wireless systems
And ideally with either a Microsoft MCP (Windows Server 2012 and above), MCITP or another IT based certification. ITIL Certification is preferred but not essential.
Why Commercial..?
Competitive salary
Generous holiday allowance of 25 days plus bank holidays which increases with length of service
Bonus scheme (paid monthly upon achievement of KPI’s)
A variety of training & development programmes tailored to you
Earn extra money via our employee referral programme
A range of team and social events
Cycle to work scheme, pension contributions, Employee support programme and more.
Working Hours
Operational hours: 08:30 – 18:30 Monday to Friday.
Shift patterns: (Early – 08.30 – 16.45) (Core – 09.00 – 17.15) (Late – 10.15 – 18.30)
Occasional travel to other offices and overtime may be required to meet the demands of the business
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