Junior Deskside Support Analyst at Dye & Durham Corporation

Key Responsibilities

Desktop Support 

• Build and install PCs, telephone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with our company standards. 
• Provide advice and guidance to colleagues regarding incidents. 
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance. 
• Identify, log, and resolve technical problems with software applications or network systems. 
• Identify potential changes and system improvements to present to the wider team for consideration and implementation. 
• Ensure that work is carried out within agreed service levels and in accordance with company guidelines. 
• Create, maintain, and distribute reports of progress to senior leadership. 
• Infrastructure maintenance and responding to alerts. 
• Explain and document technical issues in a clear way to end users. 
• Use call logging system to accurately record service desk requests. 
• Support the Global team as and when required 

Meeting Support 

• Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability. 
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively. 

Performance & Quality 

• Follow recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. 
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services. 
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Skills, Knowledge and Expertise

• Recent experience in a professional environment, 1+ year experience in an IT Support role desirable 
• A passion for Service Delivery 
• Excellent written and verbal communication skills 
• Excellent customer facing / customer service skills. 
• Able to work under pressure and meet deadlines. 
• Able to demonstrate a high degree of flexibility including out of hours working. 
• Excellent organisational skills. 
• Able to manage sensitive and sometimes confidential information. 
• Self-motivation and able to take responsibility. 
• Able to manage and prioritise and tasks and time efficiently. 
• Able to demonstrate initiative and a proactive approach to daily tasks.