End User Support Analyst

Reporting to:

EUS Team Lead

Responsible for:

Delivery of End User Support to Bell Employees. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs.

Based at:

Remote with travel to London and Portsmouth as required

Bell Integration is a technology services provider; supporting its customers through the complex lifecycle of their assets from acquisition through to retirement, including supply of the resources required to consult, support and project manage throughout the journey. As an internal EUS IT Support Analyst you will support Bell Integration in the delivery of these services to their internal employees., * Responsible for escalation from Service Desk

• Identify specific nature of user difficulties and provide specific and effective response to solutions
• Work with internal and external resources to resolve issues quickly
• Work with users to understand a problem, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person, over the telephone or IM chat
• Ensure regular and timely response based on customer's SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plans
• Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
• Use monitoring tools to ensure up-time, monitor system health and troubleshoot issues
• Build partnerships with users by regularly demonstrating expertise and professionalism
• Independently assess and effectively respond to users' requests
• Follow through on commitments made to users
• Develop and document procedures/technical resolution as part of building a training library
• Independently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate

• 3+ years appropriate IT background and experience
• Appropriate customer facing/user support experience - Tier 1 and 2
• Administering Office 365 in a Hybrid environment including but not limited to - User creation, migration, licensing, managing shared mailboxes
• Working with on prem and 365 exchange servers
• SharePoint - most/all aspects
• Mobile phones (iOS, Microsoft and Android)
• Technical troubleshooting in diverse environments
• Experience working with ticketing systems such as ServiceNow, Halo or equivalent
• Understanding of IT workflows/ITIL practices
• Knowledge and understanding of working to defined SLAs