Deskside and Technology Support Analyst

- I prioritize and manage all 2nd Line incidents and service requests in line with defined SLAs and best practice guidelines. - I troubleshoot desktop computing issues reported through the Global Service Desk. - I deploy IT hardware and ensure that assets are recorded and tracked in line with established IT service procedures. - I maintain a high standard of customer service by providing regular updates throughout incident and request management. - I take ownership of issues, conduct root cause analysis, and implement temporary or permanent fixes, escalating when necessary. - I investigate and resolve a wide range of technology and telephony issues. - I ensure local equipment rooms meet IT service and safety standards, mitigating risks from audits and assessments. - I support the setup of new office locations, sites, or projects in the region. - I manage and maintain ServiceNow 'Stock Rooms' and oversee goods receipting processes. - I coordinate the recycling and disposal of outdated IT equipment in accordance with asset disposal policies. - I act as a point of escalation for 2nd Line support and local service issues. - I maintain and support all conference room IT facilities. - I work with vendors and internal teams to escalate and resolve hardware and software issues. - I conduct daily reviews of SLA performance reports and flag outstanding tickets. - I provide updates and reports to the Desk Side and Technology Support Team Lead. - I offer support and coverage for the local Team Lead when needed. - I assist and mentor other team members as required. - I am flexible to work in shifts or provide additional coverage when necessary.