Deskside & Technology Support Analyst (Current SC required)

CBSbutler

  • Manchester
  • £26.00-33.20 per hour
  • Permanent
  • Full-time
  • 23 days ago
Deskside & Technology Support Analyst (Current SC required)Job type:ContractTown/City:City Of ManchesterCounty:Greater ManchesterSalary/Rate:£26 - £33.20 per hourBusiness Sector:ITJob ref:BBBH153077Post Date:August 11, 2025Deskside & Technology Support Analyst (Current SC required)
  • Central Manchester - onsite role
  • Initial 6 months
  • £25 PAYE / £33.20 Umbrella
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.This role requires current SC for your application to be considered. More details will be discussed with you at interview.Key Deliverables/Responsibilities
  • Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelines
  • General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
  • Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
  • Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
  • Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
  • Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
  • Support the set-up of new offices, sites or projects across the local region
  • Management of Service Now 'Stock Rooms' and ownership of goods receipting process
  • Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
  • Act as an escalation point for 2nd Line support issues
Experience RequiredEssential:
  • At least 4 years' experience in IT Service Management principles and processes
  • High level of proficiency and knowledge of working in a Corporate IT environment
  • Experience in working to (and exceeding) Service Level Agreements
  • Broad technical understanding of IS services being supported
  • Ability to learn, understand, and apply new technologies.
  • Strong business focus and customer service skills
  • Working knowledge of database/excel structures/tables/configurations
  • experience in data analysis and good numeracy, analytical and reporting skills
  • A valid driving license is essential as travel will be required to other offices
  • Travel expected to other offices
Desirable:
  • Qualifications: Certification from Microsoft
  • ITIL V3/4 Foundation Qualification
  • Working knowledge of Service Now
  • Customer Service Experience

CBSbutler