IT Colleague Support Analyst

• Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements
• Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided
• Ensure a support ticket is logged for every interaction
• Ensure all calls are handled in line with agreed business SLA's
• Resource the Care Bar on a daily basis during publicised opening times
• Provide floor walking at times of change such as software and hardware upgrade programmes
• ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user
• Handle confidential information in line with the firm's data security protocols
• Assist Infrastructure as and when required for site based support
• Ensure accessible and visible
• Suggest improvements to New Starter Welcome pack
• Contribute to and evidence contribution to the Knowledge Base
• Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks
• Identify and log Problem tickets for Team Leader review
• Change Management – ensure awareness of planned changes
• Proactively log a support ticket for any interaction where a user has failed to log one
• Support the location Reception teams with regular training sessions
• Responsible for ensuring site desks are fully equipped where applicable
• Identify opportunities where possible to improve processes, decrease time to fix, reduce cost or improve customer satisfaction
• Ensure AV user guides are created and maintained located and maintained in each DACB location
• Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place
• Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions
• Take individual responsibility for adhering to and identifying improvements to support processes and documentation
• Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets
• Ensure all assets are managed in line with ISO27001
• Mobile device management
• Laptop device management
• Peripherals device management
• Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result
• Manage and maintain stock levels within the location, including Loan laptop allocation
• On resolution of tickets, review content to ensure that each ticket is: categorised correctly, prioritised correctly, has clear concise resolution detail and has correct resolution code applied
• Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides
• When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods
• With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required
• Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role
• Is also willing to take ownership on any other tasks and responsibilities as required

• In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals
• Knowledge of operating systems, office software, enterprise software, and server systems
• Excellent problem-solving skills
• Maintain excellent customer focus
• Excellent interpersonal and communication skills
• Good technical knowledge of Windows Operating Systems and Microsoft Office applications
• Experience of supporting and tuning Laptops and other mobile devices
• Effective & confident communicator
• Listening and patience are important qualities
• Ability to follow processes & guidelines

Flexible working with our Flex Forward scheme