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Service and Support Analyst - Maidstone,Kent - CAF - Supp Analyst

05 Oct 2022
Tiger Resourcing Solutions Ltd
Maidstone,Kent,United Kingdom
Job type
CAF - Supp Analyst
View this job on Tiger Resourcing Solutions Ltd site
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Recruitment advert for Service & Support Analyst

Job title: Service & Support Analyst
Job Reference: ME836
Contract: Permanent, Full Time 35 hours per week (shifts between 8am and 6pm)
Location: Kings Hill with occasional London visits and Hybrid working

We have an exciting opportunity for you to join our team as a Service & Support Analyst.. You will be an integral part of our team who is passionate about providing 1st & 2nd line support to over 500 internal users across 2 sites including remote workers.
You will act as the single point of contact for all IT based Incidents & Requests working primarily within a Microsoft MMD, RDS Thin Client & Apple product environment. The role will be split between the IT Service Desk & End User Computing teams where you will provide outstanding 1st line customer service as well as remote and deskside technical support.

EXTERNAL: At CAF you will be joining an international workforce who are passionate about accelerating society’s progress towards a fair and inclusive future for all. We are people centred, driven by innovation and together we are building a leading great and safe place to work.
INTERNAL: We are passionate about accelerating society’s progress towards a fair and inclusive future for all. We are people centred, driven by innovation and together we are building a leading great and safe place to work.

In return for joining as our Service & Support Analyst you will receive:
• 6 weeks holiday plus bank holidays
• Excellent – on-going training programme
• Excellent pension scheme
• Private Health care cover
• Life assurance
• On-going learning and development
• Annual flu vaccination
• Employee Assistance programme to support your health and wellbeing
• Volunteering day
• Sodexo Discount Platform
As our Service & Support Analyst your key responsibilities will include:
• Provide 1st line support via telephone, ITSM tools, Email & Walk-ins for all IT, Network, Telephony, Remote Access & desktop Incidents and Requests.
• Log and perform analysis including accurate prioritisation of all Incidents, diagnosing and providing high levels of resolution at initial point of contact
• Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line where necessary to facilitate resolution.
• Provide support 1 day per 1.5 weeks at our London satellite office
• Hardware/Software support including Maintenance and configuration of the Microsoft desktop MMD, Apple mobile estate and meeting video conferencing.
• User Administration activities across IT controlled systems including unlock/resets and starters/leavers.
• Manage 3rd party supplier relationships when required during day to day support activities
• Support the Service Desk Manager towards continued improvement of team processes and customer experience

Skills required of our Service & Support Analyst:
• Minimum 2 years’ experience in previous Service Desk & Desktop roles which includes knowledge of Incident & Request disciplines (ITIL Foundation desirable)
• Strong analytical & problem solving skills with great attention to detail
• Excellent telephone manner, face to face & written communications
• Knowledge & experience of PC hardware / software setup and configuration including Windows 10/11, mobile device management (MS InTune & Defender desirable), Active Directory, Office & ITSM logging tools.
• Confidence to deal professionally with staff at all levels in the organisation
• Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude

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