.IT Colleague Support Analyst - Bristol (6 month FTC)Job IntroductionDue 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. If this applies to you contact ****** in confidence, quoting the reference number for this vacancy in the subject box of your email, and a member of the team will be in touch.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 ResponsibilityIT Support - ReactiveProvide on-site IT hardware support for DACB location related incident, 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, ensuring that opening times are adhered to, presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only).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. Ensure back up tape and monthly tape procedures are followed if applicable.IT Support – ProactiveEnsure accessible and visible.Suggest improvements to New Starter Welcome pack.Contribute to and evidence contribution to the Knowledge Base.Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks.Identify and log Problem tickets for Team Leader review
