Support Analyst, IT Support Services

UK-London
1 week ago
Job ID
2017-2247
# of Openings
0
Category
Information Technology (IT)

Overview

HKS is a team of more than 1,400 architects, interior designers, urban designers, scientists, artists, anthropologists and other professionals working together across industries and across the globe to create places that delight, heal and stimulate peak performance. We have nurtured a culture of extraordinary people with curious and creative minds who are passionate about delivering elegant solutions that solve our clients’ challenges. Our research teams dig deep to discover processes and ideas that improve outcomes--then they share them freely for everyone’s benefit. In all we do, we are mindful of the fragility of all life and of the planet.

 

This is a visible position requiring a high level of responsiveness with technical skill and professionalism.  This position reports to the L2 Lead within the Support Services Team.  Must rely on experience and technical knowledge to plan and accomplish the team objectives. Analyst requires to be able to work with all levels of management, technical and non-technical. 

Responsibilities

  • Must report into the UK London office
  • Work with IT Liaisons in International offices as lead point in advanced troubleshooting
  • Identify and determine root cause analysis for problem prevention
  • Identify, create and update existing knowledge base articles and training documents within the intranet site
  • Proactively monitor processes, systems and departmental tools detecting process gaps, improvement opportunities working towards proactive problem prevention, self-service options and call avoidance solutions
  • Deliver cross-training and communication to ensure various internal and external support teams are aware of changes to existing processes or new processes being implemented
  • Provides timely, accurate, and professional service and presentation to internal and external clients via telephone, email or in person knowledge of Windows Server 2008 permissions/shares, Active Directory and Group Policy Management, Windows 7/10, and all Office applications and O365 products
  • Manage the knowledge base and helpdesk intranet site, ensuring knowledge, process and training documents are kept up to date and the various teams are kept up to date on these changes
  • Check for areas of process improvement based on tickets – find areas to improve and streamline processes, document the processes and ensure that the various internal and external support groups are trained and follow the new process
  • Provides timely, accurate, and consistent service and presentation to internal and external clients
  • Act as technical resource for internal customers and external Level 1 helpdesk calls for various software and access/connectivity/VPN issues
  • Manage the installation and updating of desktop software such as AutoCAD, Revit, Adobe products, other software programs, as needed
  • Provide HKS staff with advanced level support on various software and access/connectivity issues; including video conferencing, multifunction printers and projectors and virus/spyware removal
  • Utilize ticket tracking system to effectively assist HKS staff and record troubleshooting/problem resolution details
  • Confer with IT management to help determine specific goals and objectives
  • Additional projects and tasks as assigned
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks and monitors the problem to ensure a timely resolution
  • Relies on instructions and pre-established guidelines to perform the functions of the job
  • Participates in coordinating and planning special projects
  • Provide afterhours 24/7 support on a as needed basis
  • Provide in-depth knowledge of hardware and troubleshooting
  • Adhere to all HKS values, processes, policies, standards and procedures
  • Bring a “Can-Do” results oriented attitude to a team that includes the desire and ability to learn
  • Ability to prioritize and multi-task when answering emails, taking phone calls, or walk-ups and respond accordingly to all requests in a timely manner

#LI-AR1

Qualifications

  • Experience in customer service support position a must
  • High School diploma or equivalent is required; Bachelor degree in IT is preferred or applicable industry experience
  • 5+ years of related Desktop Support experience
  • Knowledge of a variety of the concepts, practices, and procedures related to IT service management
  • Excellent verbal and written communication skills

Skills and abilities

  • Advanced knowledge of Windows operating systems, Office 365 products
  • Dell/HP laptops and desktops, various tablets, Cisco VPN Client, and Remote Desktop
  • Experience with Windows Server 2008/2012/2016
  • Knowledge with Mac hardware a plus
  • Individual must be able to work independently in a fast-paced team environment. This role requires participation in an on-call rotation. To meet business needs, some evenings or weekends may be required.
  • Self-motivation, intelligence and strong work ethic
  • Ability to follow set standards and take direction
  • Excellent communication skills: listening, writing, and verbal
  • Ability to analyze and propose solutions to problems
  • Ability to work in a fast-paced, multi-project, and dynamic environment
  • Excellent organizational skills: accurate and thorough

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