2nd Line Support Analyst

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 o Triage o 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 o Infrastructure/Network Alerting o 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