Deskside and Technology Support AnalystExpenses: Yes Purpose of the Role:The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills. Key Deliverables/Responsibilities Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS and INC best practice guidelinesGeneral troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow proceduresMaintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requestsEnsure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolutionOwn, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessmentsSupport the set-up of new offices, sites or projects