Workplace Services Analyst
Arrow Electronics, Inc.
Newmarket, Suffolk
10d ago

Description :

Workplace Services Analysts L2 are on the backbone of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.

Tier 2 analysts research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.

Also working with other IT functional Teams on projects will be required, like domain migration, office moves and other complex projects.

A Workplace Services Analysts spends the majority of the day performing remote support, everything start as a ticket in the helpdesk system.

This can take a number of forms :

  • Over-the-phone support
  • Screen sharing or remote control
  • Live chat support
  • Email support
  • At the desk support
  • Job Complexity :

  • Work well with complex issues, seek assistance and take ownership of each case worked on
  • Works well under indirect management, need to be able to self-manage as the manager will be located in another country.
  • Structured, can follow guides and work under global procedures.
  • Can comply to SOX and other regulations, making sure we are following rules and policies
  • Great team player, highly skilled in working together with other team members located all over Europe, the shared language will be English.
  • Be a part of the operations rota we have in place to ensure internal quality control
  • Job Description :

    Working in Newmarket office you will be a part of our 12 man team primarily supporting the northern part of Europe, including UK, Nordic region, Baltic and Iceland, although the role is part of a European wide IT support Team, so support for Customers outside this area will be required on occasion.

    The main tasks will be 2 L support, solving cases created in our help desk system (CA), and make sure all our users get the same unified support when they encounter an IT related issue in their daily work.

    There will be a possibility to go work in other Arrow offices in UK, this will be a part of the knowledge share and help bring our team together, also in vacation times it can be necessary to cover for other team members in other locations.

    Skills Required :
  • Windows 10
  • SCCM
  • Defender AV & ATP
  • MBAM & BitLocker
  • Office 365 full package
  • Mobile phones
  • Windows AD user management
  • Citrix user support
  • Print and other office appliances
  • General broad knowledge on end user support
  • Other requirements (not mandatory) :

  • Jampf Pro and Mac Books
  • ITIL standards
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