Purpose of the role:

Acting as client liaison for all Digital Technology-related requests from staff, the Client Services Analyst will be the first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.

The Client Services Analyst will provide value-added services to the business, working together with the leadership team to drive technology and help transform business activity. 

What you’ll do:

• Configure, deploy, maintain, troubleshoot and support workstations, laptops,
• printers, mobile devices, phones and other computer and telecoms equipment.
• Solve problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.
• Responding to, documenting and resolving service tickets in a timely manner according to an agreed service level.
• Documenting procedures, standards, best-practice configurations, settings, installation sequences and back-out instructions.
• Following ITIL/Service Management policies and procedures.
• Helping the software asset management team to maintain applications (licence management and version control).

The skills you’ll need:

• At least 5-6 years of experience providing desktop support services in a Microsoft environment.
• Experience in hardware support for both PC and Mac, as well as mobile devices including iPhones, iPads, and Samsung models. Proficiency in Microsoft Windows operating systems with some familiarity with Mac OS.
• Knowledge of Microsoft 365 and its associated services, such as OneDrive
• for Business and Microsoft Teams.
• Understanding of video conferencing hardware and software, along with experience in supporting office printers and copiers.
• A strong technical aptitude and a proven ability to learn and apply new skills in a fast-paced setting.
• Familiarity with industry-specific software solutions such as Autodesk, Bentley, and Trimble, as well as enterprise tools like Adobe, Bluebeam, Cisco, and Symantec, is also desirable. 
• Experience with ServiceNow or similar IT service management platforms is highly beneficial.
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