Desktop Analyst - 1501865 - Peterborough - £19.70/hr Ltd Co. (888098)

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Desktop Analyst - 1501865
Peterborough, Cambridgeshire, England
£19.70/hr Ltd Co.

We seek a Desktop Analyst for an initial 6-month contract based in Peterborough.

THE COMPANY:

Perkins Engines is part of the UK Caterpillar Group located in Peterborough. They are the leading supplier of off-highway diesel and gas engines for the agricultural, material handling, general industrial and construction sectors.

THE ROLE:

Reporting to the Senior IT Supervisor, the Productivity Solutions Analyst will be a critical member of the Productivity solutions and security team based at Perkins Engines Company, Peterborough.

Trouble shoot incidents, desktop computing type, deliver and service request. PC installs whole life cycle management.

KEY RESPONSIBILITIES:
As part of the desktop support team,

Reactive
* Resolve incidents as assigned through the regional queues
* Close x% of the team's incidents (set dependant on support time available).
* Resolve all incidents right first time and select incident tickets as per the desktop process with the goal of reducing MTTR (mean time to resolve).
* Update all required fields within the call thoroughly with step by step actions including calling user, emailing user, activities undertaken, re-assignments, time taken on call, accurate call open and call close time.
* Adhere to all Information Security, ITSM and EA (Environment Architecture) best practices and timescales.
* Identify repeating trends and known error fixes to Local and regional teams.
* Be a Health and Safety champion.

Installs
* Close x% of the team's service requests (set dependant on support time available).
* Identify next service request in the request queue and close within relevant Service Level Objective target.
* Update all required fields within the call thoroughly with step by step actions including calling customer, emailing customer, activities undertaken, re-assignments, time taken on call, accurate call open and call close time.
* Escalate call within relevant times to relevant team lead or Desktop
* Adhere to all Security, ITSM and CITA best practices and timescales.
* Achieve all Standard and non-standard PC growth, Lifecycle and Project requests on time, budget and right first time.

KEY RELATIONSHIPS:
* All other IT teams including the infrastructure and applications teams.

KEY COMPETENCIES:
* Technical / Professional Knowledge
* Focus on Quality
* Customer Focus
* Adaptability
* Active Learning
* Working Together
* Work Standards
* Effective Communication
* Motivational Fit

QUALIFICATIONS, SKILLS and EXPERIENCE REQUIRED:

Essential:
* All aspects (installation, support, moves and changes) of Windows client operating systems - XP Professional to Windows 7.
* Windows network/domain knowledge required to diagnose and resolve Windows client-related issues including connectivity/printing.
* General networking hardware (client)
* PC build and install
* Excellent Customer Service
* Professional manner
* Good Verbal and Written Communication

Desirable:
* Preferably an MCP or MCSE
* Preferably ITIL Foundation certified

THE BENEFITS:
This is a contracting position with a pay rate up to £19.70/hr Ltd

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.