IT Colleague Support Analyst

IT Colleague Support Analyst

Department: Business Services - IT

Employment Type: Permanent

Location: Bristol

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).

• 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.
• ISO
  27001 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 backup tape and monthly tape procedures are followed if applicable.

• 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

• 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 ISO
  27001
• 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 ISO
  27001.

• 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…