Desk Side & Technology Support Analyst

Responsibilities: 

• General troubleshooting and support of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and My IT system; 
• Management of  2nd line incidents and service requests assigned via queue system 
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request & Incident Best Practice guidelines 
• Deploy and setup desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures 
• PC maintenance – installation of Graphics cards and memory 
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests; 
• Support and troubleshooting of meeting room equipment such as Polycom Video Conferencing and Trio telephones 
• Work with global team colleagues to help analyse, resolve and see through issues 
• Support the set-up of new offices, sites or projects across the local region 
• Report to the Desk Side and Technology Support Manager, and assist in achieving local and regional objectives and projects 
• Manage IT assets through their lifecycle of procurement, deployment and retirement 
• Maintenance of local equipment rooms 
• Help to develop, review and improve processes to maximize efficiencies within the team 
• Exhibit a flexible approach to working on a Rota basis and provide cover when necessary 
• Ability to deliver training to when required to local teams or departments 
• Provide daily or weekly reports and updates on current issues

Desirable: