We are currently hiring for a 1st & 2nd Line Support Analyst for an initial 3-6 months contract assignment based in London. (The duration is very likely to extend) Inside IR35
Position Overview:
The role of technical analyst is to act as an extension of our Managed Services Service Desk to provide 1st and 2nd line technical support services on site in London and assisting the Service Desk with remote work. The position requires the Technical Analyst to manage service desk tickets through to resolution by owning the onsite support queue and resolving tickets within service level agreement. Full time onsite role.
Key Duties & Responsibilities:
Act as the Customer Champion, coordinate and escalate tickets
Including regular catch ups with Service Delivery Manager
1st Line Support - Print Services
Triage Engagement with Toshiba for printing connecting with papercut
1st Line Support - Mobile Phones
Triage
1st Line Support - Device Incidents Device Management
Supply, configure, install, and support all Hardware and Mobile Devices
Asset Reporting
Managing stock levels for devices and peripherals Reporting information back to customer when levels are low
Joiners, Movers, Leavers
Joiner - Account creation (shared with remote desk) Joiner - Provision and provide kit Joiner - Complete Inductions on their first day Mover - Amendments to users' profile Mover - Provision and provide any new kit needed Leaver - Account disablements (shared with remote desk) Leaver - Ensure kit is returned and asset report updated Leaver - Update portals
Managing Monthly Patching Schedule & system updates
Health check and non-compliant devices Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager Infrastructure/Network Alerting Device issues
Software Management
Teams Exchange SharePoint OneDrive Yammer ServiceNow
License Management
Procure, install, configure, and support Windows 10 Enterprise Licenses for all Devices either to End Users or provided for multiple user devices. Procure Microsoft Office versions as provided by Office 365 and all suite of applications, including installation on Devices and support and maintenance.
Security administration, including MFA
Assisting End Users with MFA queries/issues
Supply
onsite eyes/hands to other Telefonica Tech project resources/engineers delivering projects when the work effort is deemed of a deskside resource engineer skill set. Examples below: Autopilot, Intune, Printers
Contribute towards Continual Service Improvement Ideas
Discuss with Service Desk Management and Service Delivery Manager
Creating Knowledge Articles and User-friendly guides
All to be written on Telefónica Documentation
Complete Internal Hand overs
Shared with Service Desk Management and Service Delivery Manager and customer
Site Checks - 9am to 5pm
Tidiness checks of comms room and floor boxes Good order checks of desk positions docks and monitors Check Cables for damaged or missing and replace where required Check conference phones and AV equipment Back ups. Rotating tapes and send to secure storage
#J-18808-Ljbffr
Including regular catch ups with Service Delivery Manager
1st Line Support - Print Services
Triage Engagement with Toshiba for printing connecting with papercut
1st Line Support - Mobile Phones
Triage
1st Line Support - Device Incidents Device Management
Supply, configure, install, and support all Hardware and Mobile Devices
Asset Reporting
Managing stock levels for devices and peripherals Reporting information back to customer when levels are low
Joiners, Movers, Leavers
Joiner - Account creation (shared with remote desk) Joiner - Provision and provide kit Joiner - Complete Inductions on their first day Mover - Amendments to users' profile Mover - Provision and provide any new kit needed Leaver - Account disablements (shared with remote desk) Leaver - Ensure kit is returned and asset report updated Leaver - Update portals
Managing Monthly Patching Schedule & system updates
Health check and non-compliant devices Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager Infrastructure/Network Alerting Device issues
Software Management
Teams Exchange SharePoint OneDrive Yammer ServiceNow
License Management
Procure, install, configure, and support Windows 10 Enterprise Licenses for all Devices either to End Users or provided for multiple user devices. Procure Microsoft Office versions as provided by Office 365 and all suite of applications, including installation on Devices and support and maintenance.
Security administration, including MFA
Assisting End Users with MFA queries/issues
Supply
onsite eyes/hands to other Telefonica Tech project resources/engineers delivering projects when the work effort is deemed of a deskside resource engineer skill set. Examples below: Autopilot, Intune, Printers
Contribute towards Continual Service Improvement Ideas
Discuss with Service Desk Management and Service Delivery Manager
Creating Knowledge Articles and User-friendly guides
All to be written on Telefónica Documentation
Complete Internal Hand overs
Shared with Service Desk Management and Service Delivery Manager and customer
Site Checks - 9am to 5pm
Tidiness checks of comms room and floor boxes Good order checks of desk positions docks and monitors Check Cables for damaged or missing and replace where required Check conference phones and AV equipment Back ups. Rotating tapes and send to secure storage
#J-18808-Ljbffr
