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  • Office Location: 120 Coombe Lane Raynes Park London, SW20 0BA
  • Office Name: Head Office - California
  • Sector: IT Infrastructure
  • Salary: £22000 - £25000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 421048

Client IT Support Analyst

A vacancy has arisen for a Digital Workplace Support Analyst within the Managed Network Business Stream based at Raynes Park. 


Digital Workplace Support Analyst, Managed Network, part of Reed Specialist Recruitment

Location: Raynes Park, South West London 

Salary: Competitive salary commensurate with ability plus flexible benefits package

A vacancy has arisen for a Digital Workplace Support Analyst within the Managed Network Business Stream based at Raynes Park.

The Team

The Digital Workplace Support team handles first support cases raised by internal and external customers through several different support channels. We are currently migrating our co-members to Office 365 and Microsoft Surface Devices so this is an exciting time to join the team.

The Role

This vacancy is within Digital Workplace Support Team where the successful applicant will be required to offer IT support to our internal customers.

Main duties: 

  • Answering telephone support calls relating to Reed’s IT and Mitel telephony infrastructure
  • Entering issues raised by users of the Reed IT and Telephony systems on our ServiceNow ITSM application
  • Monitoring Yammer chats for migration support requests
  • Working through open ServiceNow tickets to ensure they are resolved within SLA timescales.
  • Keeping users informed of the progress of their tickets and escalating them to other support teams as necessary
  • Assisting other teams within the IT Department with IT related tasks
  • Escalating outstanding issues to the Service Manager
  • Working with 3rd party suppliers regarding the progress of any open support calls to ensure they are followed through to a satisfactory conclusion
  • Creation of support documentation for our internal knowledgebase
  • Promoting and maintaining a high professional standard of service to all our customers

 The Person

The role requires previous Call Centre, Customer Service or 1st line IT support experience and a working knowledge of Microsoft applications and operating systems. 

A good telephone manner is essential, as are excellent communication skills and the ability to liaise at all levels within the Company.

Any experience of supporting Office 365 applications would be advantageous as would previous exposure to the ServiceNow application. 

The successful applicant should have an aptitude for picking up new systems and an ability to work well in a team. The department delivers IT help and support from 8.00 a.m. to 6.00 p.m. on a daily basis, therefore the ability to work to a flexible working pattern is necessary. Applications are invited from all exceptional candidates. 

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All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. REED is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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