End User Computing Analyst
Allen Lane
- London
- £37,443-39,264 per year
- Permanent
- Full-time
- Respond to customer queries online via their Self-Service Portal, or in person or by contacting them by telephone, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
- Successfully resolve IT incidents, providing workarounds or permanent fixes, taking responsibility for delivering working systems for customers
- Supervise or carrying out the installation or repair of IT equipment and software in council and partner locations
- Investigate issues and finding innovative solutions to resolve those issues, providing improved customer experience.
- Participate in or managing asset, change and problem management processes, identifying trends, and patterns of incidents that require root cause analysis.
- Deliver IT project related activity to implement technology change across the council.
- Continually improve personal knowledge in response to changes in the technology deployed in the council.
- Manage and safeguard council assets, including asset management deployment, recovery, and with relocation of assets
- Create Knowledge Base Articles for both internal IT Staff and customers within the Council, and taking ownership to ensure those articles are up to date regularly.
- Significant experience of IT or Service Desk support in a large, complex customer
- Proven experience in successfully delivering highly valued customer service to IT service consumers.
- Competent in management of assets, and disposal processes.
- Experience of use of an ITSM tool for task and knowledge management.
- Experience of building and deploying PC and Laptop builds
- An effective communicator face to face and in writing. Able to report accurately and concisely on work activities.
- Able to work calmly and accurately under pressure, including when responding to situations of great urgency.
- Substantial demonstrable knowledge of technical domains which will include some of the following:
- Windows 10 and Windows 11 maintenance, deployment and updates
- Office 365 administration
- Microsoft Office applications
- Active Directory- including GPOs
- InTune administration
- Microsoft Teams and telephony
- Service Now
- PC hardware
- Android smartphone configuration, security and support
- DNS, DHCP, TCP/IP
- Microsoft System Centre Configuration Manager (SCCM)
- Imaging laptops and profiling devices