Technical Service Desk Analyst (2nd Line

☞ Arena Group Ltd

View: 106

Update day: 02-06-2024

Location: Bristol South West

Category: Information Technology Production / Operation Maintenance

Industry:

Loading ...

Job content

General Information

City
Bristol
State/Province
Bristol
Country
United Kingdom
Department
Presales & Implementation
Date
Tuesday, January 23, 2024
Working time
Full-time
Ref#
20032234
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Presales & Implementation
Seniority Level
Associate

Description & Requirement

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.


About Xerox IT Services:
Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

A team of 150 IT professionals make up the UK IT Services team.

Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition

Job Summary:

As part of our continued expansion, Xerox IT Services requires a Technical Service Desk Analyst to join our Client focused team aligned with our client.

The primary focus of the Technical Service Desk Analyst is to be a key contributor in the ongoing support to critical Application platforms that underpin the client’s use of applications & services. Technical Service Desk Analysts will be expected to communicate effectively over our customer chat engagement portal with end users as well as provide excellent over the phone IT Support.

The Technical Service Desk Analyst will play a crucial role in contributing and evolving our client’s experience of the overall IT Service, by being the first point of contact for all IT Support related queries.

This is a hybrid position with an office in Bristol, BS14 0BL.

Main Duties:

  • Provide level 1 & 2 support for key incidents and issues
  • Maintain existing ticket details.
  • Keep the end user up to date on the progress of their ticket.
  • Perform troubleshooting & root cause analysis documentation.
  • Proactively look to develop existing solutions to improve resiliency, availability, and performance. Ensure that applications are patched and maintained in accordance with the clients & Xerox’s expectations.
  • Work with the Service Desk Manager to ensure we are delivering the best customer service.
  • Develop and Maintain Knowledge Base articles.

General Responsibilities:

As part of the dedicated client team for IT Services you will be expected to participate fully in:

  • Actively chase suppliers or resolution groups for resolution to incidents or problems.
  • Maintain and monitor system and infrastructure performance across the stack.
  • Provide infrastructure forecasting reports to preempt performance / capacity bottlenecks.
  • Act as a technical Quality Assurance gate for design and project operational onboarding.
  • Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager. Develop operational run books and knowledge base information.
  • Proactively work with the client as a part of an extended technical team.
  • Work as part of a team to implement/design new solutions.
  • Working with 3rd line resources across ITEC to resolve or escalate problems.
  • Act as an incident escalation point within in an ITIL Service Desk environment.
  • Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.
  • Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap.
  • Ensure infrastructure is secure and meets security guidelines.
  • Mentor team members on best practice.
  • Develop and maintain run books. Ensure configuration documents are up to date.
  • Ensure service processes for change, configuration and problem management are always adhered to. Raise Change Requests and attend Change Advisory Board where needed.
  • Visit datacentre and branch offices to perform site audits.

Required Skills and Experience:

  • A high level understanding of IT and networks.
  • Knowledge of desktop, server and printer hardware and their components.
  • Knowledge of network devices and their roles.
  • At least two years’ experience working in a customer facing IT support environment.

Required proficiency in the use and support of:

  • Microsoft Office
  • Microsoft Windows client
  • Microsoft Windows Server
  • Active Directory
  • MS Teams
  • MS Defender

Desired proficiency in the use and support of:

  • Mac desktop OSX
  • Citrix Cloud
  • Veeam
  • Microsoft Exchange
  • Office 365
  • Microsoft Azure
  • Remote Desktop
  • MDM (Intune, BES)
  • MS Intune
  • MS Autopilot
  • MS Azure Virtual Desktop
  • 3E PMS
  • Visual Files
  • Liberate
  • Sharepoint
  • ChromeRiver
  • inTapp
  • Interaction
  • A CMDB Product
  • DNS, DHCP
  • MCSA, MCSE
  • Citrix CCA
  • CCP
  • CCE
  • VMWare
  • VCA, VCP, VCAP, VCIX, VCDX
  • ITIL foundation
  • IT related degree
Loading ...
Loading ...

Deadline: 17-07-2024

Click to apply for free candidate

Apply

Report job
Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...