Job Description

IT Colleague Support Analyst
Department: Business Services - IT
Employment Type: Permanent
Location: Bristol
Description
Purpose of the role:
To deliver quality & value added IT onsite support services to all DACB users and locations. Resolve in scope Service Requests and Break-Fix Incident tickets to agreed SLA's for IT hardware related services. Deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location).
Key Responsibilities
IT Support - Reactive

• 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.
• Event IT Support - ensure request ticket logged for each requirement
• Resource the Care Bar on a daily basis during publicised opening times opening times are adhered to, Presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only).
• 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, ensuring a ticket is raised capturing the work. Ensure back up tape and monthly tape procedures are followed if applicable.

IT Support - Proactive

• 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, looking to reference change schedule/calendar to qualify out changes for high impact incidents
• 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 (raise in 1-2-1's) 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

Asset Management

• 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. Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001.

Quality Management

• 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

Project Support

• 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.

Development

• Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant seek opportunities to network, attend conferences and seminars.
• Is also willing to take ownership on any other tasks and responsibilities as required

Skills, Knowledge and Expertise

• 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.
• This role is an Office based role and therefore, all Colleague Support Analyst's will have a Flex mode of "Office Focused". Daily exceptions to this must be discussed with the IT Colleague Support Manager and / or Team Leader.
• Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised.
• Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location.
• Good technical knowledge of Windows Operating Systems and Microsoft Office applications.
• Experience of supporting and tuning Laptops and other mobile devices
• Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner - both orally and written.
• Listening and patience are important qualities for this role.
• Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST

Skills Required