Desk Side Support Analyst Leeds

Desk Side Support Analyst Leeds

Location: Leeds (LS11) , Leeds View map Salary: Competitive Date posted: 25/04/2012 16:04 Job type:Permanent Company: QBE European Operations Contact: Recruitment UK Ref: Totaljobs/Leeds Job ID: 53338345

QBE Insurance Group is one of the world's leading international insurers and reinsurers, headquartered in Sydney, Australia. We operate out of 47 countries across the globe, with a presence in all key insurance markets.

The QBE EO Change and Technology function is two years through an intensive transformation programme having transitioned many technical services to trusted partners. This has helped QBE EO to focus on a major Change Programme and together these two initiatives have provided a sound technology estat e. As the Change Programme is now coming to an end QBE EO have taken the opportunity to reassess their IT service offering; they have decided to in-source all customer facing IT service roles to allow them to reposition and improve the customer experience. In addition to the Service Desk and Desk Side Support services a number of cross functional service management functions will also transition back into QBE EO.

Due to this we now have an exciting opportunity for a Desk Side Support Analyst to be based in ourLeeds office.

Role Purpose (Summary)

To provide a quality Level 1 Desk side Support Service to a dedicated user group across one or more locations and act as the local contact for all IT related issues. This involves providing comprehensive advice and guidance for all desktop related activities, replacement for hardware failures and rebuilds, PC peripherals, incident resolution and stock control.

General Description

Provide advice and guidan ce for desktop related issues Investigate and resolve desktop related incidents Fulfilment of the desktop related elements of customer service requests Assist projects in the test, build, implementation and support of changes to the desktop environment Responsible for the investigation and resolution of hardware failures (e.g. PC, laptop) and rebuilds Responsible for proactive cable management Responsible for the supply and replacement of PC peripherals (e.g. mice, privacy screens etc) Performing ad-hoc software installs Perform daily checks on meeting rooms ensuring all IT kit is functional Act as hands and eyes for remote tier 3 support teams as required Participate in IT Clinics (e.g. laptop clinics) Ensure the Knowledge Management Tool is kept up to date

Essential Requirements

Must demonstrate outstanding commitment to excellent customer service Excellent knowledge of the following technologies and platforms:

o MS Windows (Vista and Windows 7)

o Microsoft Office 2007 and 2010 including Project, Visio and Access

o Zenworks / SCCM / AppV

o VMWare / RDP / VDI

o Citrix

o Industry standard network protocols

o Blackberrys / iPhones / other Smart devices

o Dell hardware

o MFDs

o Video Conferencing

Experienced working with outsourced service partners Experience effectively managing and resolving conflict Excellent communication skills Ability to effectively manage customer expectations Some previous Deskside Support experience Must be prepared to travel within the UK as needed Must demonstrate a flexible approach to overtime as needed

In return QBE offers a competitive salary and bonus scheme and a range of other benefits, including; non-contributory pension, private health care, generous holiday allowance, life assurance, complete employee assistance programme, professional subscriptions and corporate discounted rates at gyms and local businesses.