Technical Support Analyst (DESKSUPP) Reading, England


  • Provide 2nd level support on escalated workstation related issues and requests.
  • Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.
  • Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
  • Prioritize incidents and complaints to assure all SLOs are meet.
  • Utilize all technical resources to solve customer problems.
  • Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents.
  • Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.
  • Escalate hardware repairs to third party providers as needed.
  • Maintains call records/logs and resolution detail utilizing case management solution, Remedy.
  • Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
  • Installation of workstation hardware/software as required.
  • Provisions and prepares workstations using standard images.
  • Setup and install new workstations, loaners and other workstation related equipment.
  • Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
  • Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.
  • Coordinate and execute workstation relocation requests
  • Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities.
  • Interprets business issues and recommends best practices
  • Responsible for activities of functional area without direct reports, but may be called on to direct the team\project as needed
  • Solves complex problems taking a broad perspective to identify innovative solutions
  • Will own one or more processes, procedures of service area

Knowledge Required

  • Installation, configuration, and support of PC and Mac hardware/software.


  • Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan/Sierra, IOS, Android, Skype, InTune, Office365,
  • Networking connectivity knowledge and troubleshooting.
  • Installation, configuration, and support of local and LAN printers.






Skills Required

  • Provide excellent customer service.
  • Ability to support, and explain technical concepts to users at various levels of technical proficiency.
  • Effectively manages difficult or volatile situations.
  • Effective problem solving.
  • Ability to effectively perform issue isolation and resolution in order to minimize downtime.
  • Ability to schedule and prioritize.
  • Able to read and understand technical manuals, procedures, and OEM guides.
  • Excellent interpersonal skills.
  • Ability to assess, analyze and research technical situations and provide viable alternatives.
  • Ability to learn new technologies and procedures quickly.
  • Ability to communicate effectively with wide variety of users, and technical teams.
  • Technical writing.
  • Works independently with guidance in only the most complex situations
  • Possess depth and breadth of in technologies required to support end user systems
  • Advanced knowledge and mastery of cores skills and competencies used to complete practical assignments of a difficult nature