We currently have a position for a Desktop Support Analyst to join our team in Leeds. The role sits in our Technology directorate within Workplace Technology, which is responsible for the operation of Sky's IT systems infrastructure.
The Desktop Support Team deals with escalations from the Service Desk, and aim to correctly isolate and resolve all issues relating to PCs and peripherals, on both software and hardware. As a Desktop Support Analyst, your role is to contribute to the provision of Desktop Services through effective second line support to Desktop users, both remotely and face to face. The environment is primarily Windows-based, but also includes a small, growing Mac estate. Along with BAU duties, you will have an opportunity to be involved in projects.
Role responsibilities:
- To work closely with the Service Desk and to perform second line Desktop support to all users and record accurately within the call tracking system.
- Use hardware and software tools to isolate, troubleshoot and repair IT desktop problems.
- To take ownership of calls and see them through to an appropriate conclusion.
- To follow up outstanding issues for users who are having continuing problems and find solutions for them.
- To work as part of the team to support the Sky standard applications and systems.
- To ensure adherence to escalation procedures. Respond to escalated calls within the service level agreement.
For the role, we are looking for you to have the following skills and experience:
- 2+ years' experience of delivery of IT services within a business critical operations environment.
- Experience of working within a customer-facing IT organisation, preferably blue-chip.
- Good working knowledge of PC hardware software and peripherals.
- Experience of maintaining operational stability through prolonged periods of organisational and technological change.
- Experience of developing and maintaining "best in class" operational and support procedures.
- Experience of delivering services to Service Level Agreements.
- Strong troubleshooting/problem solving skills.
- Excellent communication skills both oral and written.
- Customer and delivery focussed.
- Ability to work under pressure
- Ability to operate effectively as part of a team.
- Excellent knowledge of MS Windows XP (and ideally Windows 7), MS Office suite (2003/2007/2010), MS Internet Explorer 7&8, TCP/IP, Remedy, Novell, remote support tools, Blackberry, peripherals
To apply for the role and for further information, please state current / most recent salary and salary expectations on your application.
Our benefits package recognises the essential part you play in Sky's success. We offer free Sky+HD, broadband and talk services; private medical insurance, generous holiday entitlements, a contribution pension scheme, a Share scheme so you can have a stake in Sky and our success plus Sky Choices, a benefit scheme to help you make valuable tax & national insurance savings.
At Sky, our mission is to become the nation's No.1 entertainment choice. Already one of the world's largest broadcasters with 9.9 million subscribers in one in three UK homes, we are now taking our success to new levels. If you share our ambition, passion and entrepreneurial spirit, then we need you to be part of our exciting future.
Sky delivers some of the most diverse content and services on the planet, and we value the same diversity within our business. We provide a culture of entrepreneurialism and opportunity for one and all.
Sky. Believe in Better.
Sky delivers some of the most diverse content and services on the planet, and we value the same diversity within our business. We provide a culture of entrepreneurialism and opportunity for one and all.
