Desktop Support Analyst

The Digital Workplace team is responsible for managing and supporting the End User Computing environment, including elements related to Information Security, along with collaboration areas, digital signage and IPTV. The team has a strong focus on improving the digital employee experience (DEX) for staff and optimising support processes with the aim of minimising Service Desk interactions through proactive management and effective root cause analysis.Role responsibilitiesReceive, record and resolve end-user device support incidents and requests.Provide timely & effective support for all IT systems.Monitor and escalate calls to ensure resolution to agreed SLA.Ensure effective, regular and timely communication is provided to all stakeholders.Build customer relationships across all Nine sites.Contribute to education of customers and other members of the support teams.Ensure customer productivity is restored in a reasonable timeframe.Analyse IT incidents and Service Desk data to identify recurring issues and recommend measures to prevent reoccurrence.Contribute to project work as required to support the above recommendations and streamline processes.Contribute to and maintain the Standard Operating Environment and ensure it is applied to all end user compute platforms.Adhere to the asset management process to ensure that company assets are managed in accordance with the hardware lifecycle process.Develop and maintain documentation and procedures.