Technology Support Desk Analyst

  • Job Type: Full-time
  • Location: Coventry Building Society Arena
  • Reporting into: Support Desk Manager
  • Salary: £24,000

PTI are looking for an ambitious Technology Support Desk Analyst to work as part of our Service Desk Team which is based at the Coventry Building Society Arena, the home of Wasps Rugby, Coventry City and many other major events. If you love sport and love owning the technology performance that can drive business success, we want you on our team!

PTI work across a turnkey digital offering; consulting > technology selection > deployment / support > commercialisation. Working in our Venue Tech division, you will be the face of technology for our sporting clients and creating an excellent customer service experiences for fast-paced, 365 businesses.

This is a high-visibility role which involves extensive contact with colleagues across PTI and our client across the UK. The ability to communicate effectively and to interact with individuals at all levels of the organisation is an essential and exciting part of the role.

Job Purpose /Outline of role:

The role of Technology Support Desk Analyst provides first line technical support along with assisting more senior colleagues with installation and configuration of pre-designed projects. To be successful in this role you will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities

  1. Acting as a single point of contact receiving, logging and managing enquires, from our managed customers, via telephone and email
  2. First and Second line support – troubleshooting of IT related problems from industry standard software and hardware, such as mobile phones, laptops, PCs and printers
  3. Troubleshoot basic network issues such as wireless and wired connectivity
  4. Escalate unresolved enquiries to a Technical Consultant or Senior Technical Consultant.
  5. Log all calls /enquiries in the Service Desk call logging system
  6. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  7. To maintain a high degree of customer service for all support queries and adhere to all service management principles
  8. Basic Active Directory knowledge; creating user accounts, reset passwords, create groups etc.
  9. To arrange for external technical support where problems cannot be resolved in house
  10. Support Technical and Senior Technical Consultants, where required, either remotely or on site with installation projects
  11. Assist senior colleagues to deliver pre-designed installation and configuration projects, either remotely or on site
  12. Demonstrate commitment to the company mission and honour the values
  13. Continuously act as a champion and ambassador of the PTI brand
  14. As a term of your employment, you can be required to undertake such other duties appropriate to your post and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the company’s establishments. As the company works nationally you may be expected to travel, with overnight stays where required

Person Specification

Category Requirement E or DAssessment
Education and QualificationsGood general level of education including English & Maths to GCSE or equivalent standardEssentialCV, interview notes
Vendor Qualification i.e. Microsoft or Cisco qualificationsDesirableCV, interview notes
Knowledge and ExperienceIncident Management experience – Managing incidents including business expectations and communication

 

DesirableCV, interview notes
Basic User & Security Group Active Directory administration

 

EssentialCV, interview notes
Experience of working in a fast paced environmentEssentialCV, interview notes
Knowledge of Microsoft based operating systems with emphasis on Windows 7/8/10 and Office 2010/2013/2016

 

EssentialCV, interview notes
Skills and CompetenciesExcellent organisational skillsEssentialCV, interview notes
Teamwork and stakeholder managementEssentialCV, interview notes
Balancing competing demands and working independently and under pressureEssentialCV, interview notes
Analytical skillsEssentialCV, interview notes
Excellent communication skills and telephone mannerEssentialCV, interview notes
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

 

EssentialCV, interview notes
Other Requirements:

 

 

 

Full Driving LicenceDesirableCV, interview notes
Ability to communicate effectivelyEssentialCV, interview notes
Ability to relate to all levels of peopleEssentialCV, interview notes
Flexible approach to working hours and dutiesEssentialCV, interview notes
Must be willing to travel and undertake overnight stays if requiredEssentialCV, interview notes
DBS Disclosure Check if required

 

EssentialCV, interview notes
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