IT Colleague Support Analyst

DAC Beachcroft•Seekonk, MA

11d•Onsite

About The Position

Purpose of the role: To deliver quality & value added IT onsite support services to all DACB users and locations. Resolve in scope Service Requests and Break-Fix Incident tickets to agreed SLA’s for IT hardware related services. Deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location).

Requirements

In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems.
Excellent problem-solving skills.
Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised.
Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location.
Good technical knowledge of Windows Operating Systems and Microsoft Office applications.
Experience of supporting and tuning Laptops and other mobile devices
Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner – both orally and written.
Listening and patience are important qualities for this role.
Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST

Responsibilities

Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements
Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided.
Ensure a support ticket is logged for every interaction
Ensure all calls are handled in line with agreed business SLA's.
Resource the Care Bar on a daily basis during publicised opening times opening times are adhered to, Presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only).
Provide floor walking at times of change such as software and hardware upgrade programmes.
ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user
Handle confidential information in line with the firm's data security protocols
Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work. Ensure back up tape and monthly tape procedures are followed if applicable.
Ensure accessible and visible
Suggest improvements to New Starter Welcome pack
Contribute to and evidence contribution to the Knowledge Base
Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks…..
Identify and log Problem tickets for Team Leader review
Change Management – ensure awareness of planned changes, looking to reference change schedule/calendar to qualify out changes for high impact incidents
Proactively log a support ticket for any interaction where a user has failed to log one
Support the location Reception teams with regular training sessions.
Responsible for ensuring site desks are fully equipped where applicable
Identify opportunities (raise in 1-2-1's) where possible to improve processes, decrease time to fix, reduce cost or improve customer satisfaction
Ensure AV user guides are created and maintained located and maintained in each DACB location
Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place
Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions
Take individual responsibility for adhering to and identifying improvements to support processes and documentation
Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets
Ensure all assets are managed in line with ISO27001
Mobile device management
Laptop device management
Peripherals device management
Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result.
Manage and maintain stock levels within the location, including Loan laptop allocation. Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001.
On resolution of tickets, review content to ensure that each ticket is: categorised correctly, prioritised correctly, has clear concise resolution detail and has correct resolution code applied
Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides
When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods.
With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required.
Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant seek opportunities to network, attend conferences and seminars.
Is also willing to take ownership on any other tasks and responsibilities as required