IT Colleague Support Analyst - Bristol (6 month FTC) Job Introduction Due to an internal promotion, DACBeachcroft is recruiting for an IT Colleague Support Analyst to join our IT Support Team on a full-time, hybrid basis in our Bristol office. This is a 6 month fixed-term contract, and not a permanent position. The main responsibilities of this role are to deliver quality & value added IT onsite support services to all DACB users and locations, resolve in scope service requests and break-fix incident tickets to agreed SLA's for IT hardware related services, as well as to deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location). We are a Disability Confident employer and guarantee to interview anyone with a disability, long term health condition or neurodiversity whose application meets the essential criteria for the role as set out in this advert. We are happy to talk flexible working and have in place a Flex-forward working scheme. We would encourage you to talk to us about our approach to flexible working during the hiring process if you would like to explore this further. Role Responsibility IT Support - Reactive Provide on-site IT hardware support for DACB location related incidents, advice, query and training requirements. Provide remote IT hardware support for users in DACB locations where no dedicated on-site hardware support resource is provided. Ensure a support ticket is logged for every interaction. Ensure all calls are handled in line with agreed business SLA's. Event IT Support – ensure request ticket logged for each requirement. Resource the Care Bar on a daily basis during publicised opening times. Provide floor walking at times of change such as software and hardware upgrade programmes. ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user. Handle confidential information in line with the firm's data security protocols. Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work. IT Support – Proactive Ensure accessible and visible. Suggest improvements to New Starter Welcome pack. Contribute to and evidence contribution to the Knowledge Base. Identify and log Problem tickets for Team Leader review. Change Management – ensure awareness of planned changes. Proactively log a support ticket for any interaction where a user has failed to log one. Support the location Reception teams with regular training sessions. Identify opportunities to improve processes, decrease time to fix, reduce cost or improve customer satisfaction. Asset Management Ensure compliance with and drive 4 year asset management lifecycle requirements. Ensure all assets are managed in line with ISO27001. Manage and maintain stock levels within the location, including Loan laptop allocation. Quality Management On resolution of tickets, review content to ensure that each ticket is categorised correctly, prioritised correctly, and has clear concise resolution detail. Project Support Promote new technologies and processes throughout the location. Administer & manage the users identified in the latest "IT Get Well plans". Development Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Is also willing to take ownership on any other tasks and responsibilities as required. The Ideal Candidate Key experience Technical Support: Providing Level 1 and Level 2 support to end-users. Diagnosing and resolving hardware and software issues. Experience using help desk software and ticketing systems. Hardware Knowledge: Diagnosing and repairing desktop, laptop, and peripheral hardware issues. Experience with replacing components like RAM, hard drives, motherboards, and power supplies. Remote Support: Providing remote assistance using tools like Remote Desktop, Microsoft Teams, or similar. Troubleshooting remote connectivity issues. Documentation: Creating and updating technical documentation and user guides. Maintaining an inventory of hardware and software assets. Operating Systems: Proficiency in Windows, macOS, and Linux operating systems. Installing, configuring, and maintaining operating systems. Excellent problem-solving skills. About the Company We're a leading international legal business with over 3,000 colleagues and a diverse range of capabilities. We are a fast-growing international business with offices around the globe. Working with us Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients. We pride ourselves on our supportive, approachable culture. #J-18808-Ljbffr
