Desktop Support Analyst

World Fuel Services ,
Brinkworth, Wiltshire
More Details
Job Type: Full-time

Overview

Desktop Support Analyst Brinkworth, Wiltshire World Fuel Services currently requires a Desktop Support Analyst to provide Level 1 and Level 2 support a 1200 user base split across over 80 sites within the EMEA region. The role holder will need to provide a high level of responsiveness and ensure that issues are correctly prioritized taking business impact into account and taking ownership; and balance project work alongside day-to-day support. Support will be delivered by telephone primarily and also face to face at the assigned location. It will be supporting a broad range of IT issues from Windows applications, telephony systems, networking, to name a few. World Fuel Services is a global leader in fuel logistics, specialising in the marketing, sale and distribution of marine, aviation and land fuel products and services. We are a Fortune 100 company and this is a unique opportunity to be part of our expanding team. Roles & Responsibilities: Logging and working issues and requests within a ticketing system (Remedy) Initial troubleshooting and diagnosis of all issues to resolution or escalation to the appropriate SME’s. Log and manage a backlog of issues funnelled via ticketing system, email and phone calls. Analyse, upgrade, troubleshoot, maintain, and repair computer systems, phone systems, software and peripherals for effective operation. Monitor networked sites, backups and all critical systems using monitoring tools Root cause analysis of business impacting outages including network (WAN/LAN), phone system, Exchange and line of business applications. Provides clear communication to the user community about problem resolution, system outages, and planned events Asset management of workstation and mobile devices. Liaise with other IT teams across multiple time zones and act as smart hands for any onsite works Project work including system rollouts/adoption, relocations, integrations which will require the ability to travel The Individual Essential: Excellent working knowledge of Windows (7 & 10), workstations, printers and mobile devices gained in desktop support environment. The successful candidate will have a strong understanding of and work experience of supporting various hardware including workstations, printers, servers, network devices and mobile devices. Excellent analytic and problem-solving skills Excellent oral and written communication skills in English Experience of and ability to troubleshoot network issues (LAN and WAN) up to 2nd line level General administration experience of telephone systems, file shares, AD and O365 Exchange Good documentation skills and willingness to share knowledge with others Strong organisational skills - Ability to manage multiple priorities Managing vendors and third parties to push for issue resolution and procurement needs Experience with enterprise systems management/monitoring is essential Experience of supporting various business applications including commercially off-the-shelf and in-house developed Self-organised, able to work independently as well as work as part of a distributed global team Desirable : MCSA, CompTIA certification Knowledge of Agile fundamentals Good understanding of Group Policy

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