Service Desk Analyst

Unilink Software is a fast-growing, international company and the leading provider of innovative, award-winning software solutions for the criminal justice sector. Our mission is to empower governments and businesses around the world to effectively secure their operating environments, intuitively manage their data, become more efficient, and foster a culture of rehabilitation.Our purpose is to create technologies that people can rely on so that justice systems work well. We foster a culture of continuous improvement, innovation and excellence. We care about our staff, our customers, the environment and everything we do - principles encompassed in our social purpose statement.We work with fantastic customers - government and private sector organisations in the UK, Europe and Australia - who use our software solutions to reduce the administrative burden on staff, improve the information flow and security as well as to implement digital solutions to assist in rehabilitation of people in their care.We are growing quickly, expect that growth to accelerate and are looking for enthusiastic, passionate and driven individuals to join our team. Our offices are located in London, Southampton and Newcastle but our staff are located throughout the UK, in Europe and Australia. We offer flexible working, a good benefits package and competitive salary.Service Desk AnalystProvide remote, telephone, and onsite support services around Unilink’s entire product suites, to external (and occasional internal) customers - in accordance with company and ISO9001 and ISO27001 procedures and standards.Duties & Key Responsibilities:Answer, Log, Diagnose, and Resolve Customer Support Queries:Promptly respond to customer inquiries via remote, telephone, or onsite channels.Log all support queries accurately, ensuring thorough documentation for reference and tracking.Utilize troubleshooting skills to diagnose issues and provide effective solutions to customers.Configuration of Client/Server and Peripheral Hardware Platforms:Configure client/server setups and peripheral hardware to ensure compatibility and optimal performance.Tailor configurations to meet specific client requirements, adhering to Unilink standards and best practices.Facilitate the installation and configuration of bespoke applications for clients.Provide ongoing support and guidance to ensure seamless operation and user satisfaction.System Administration (Including Backup):Administer systems, including performing routine backups and ensuring data integrity and security.Implement backup strategies to safeguard critical data and minimize downtime in case of failures.Hardware and Software (OS & Application) Upgrades:Coordinate and execute hardware and software upgrades, adhering to scheduled maintenance plans.Ensure smooth transition and minimal disruption to operations during upgrade processes.Customer Demonstrations:Conduct product demonstrations for customers to showcase features, functionality, and benefits.Address any queries or concerns raised during demonstrations to provide clarity and build confidence in the product.Provide Out of Hours Support on Rota:Participate in a rotational schedule to provide support outside regular business hours, ensuring continuous service availability to customers.Support the Development of Quality & Security Procedures, Processes, and WI’s:Contribute to the development and improvement of quality and security procedures, processes, and work instructions.Ensure adherence to established standards to maintain consistency and compliance.Maintain Local Infrastructure and Services:Monitor and maintain local infrastructure and services to uphold operational efficiency and reliability.Take proactive measures to address any issues or vulnerabilities identified.Adhere to Relevant Quality and Information Standards and Procedures:Follow prescribed quality and information security standards and procedures to uphold organizational integrity and compliance.Learn and Be Aware of New and Changing Related Technology:Stay updated on emerging technologies and industry trends relevant to Unilink’s product suites.Continuously expand knowledge to enhance proficiency in providing support and guidance.Communicate Effectively with Other Employees:Foster clear and open communication with colleagues to facilitate collaboration and knowledge sharing.Ensure information dissemination regarding support activities and customer interactions.Promote the Company, Its Products, and Services:Act as an ambassador for Unilink, promoting its products and services positively to customers and stakeholders.Uphold the company's reputation through exemplary support services and customer interactions.Provide Support to Business Development for Technically Reviewing Proposals and Contributing to Bids/Tenders Where Applicable:Assist the business development team by providing technical insights and expertise during proposal reviews and bidding processes.Ensure alignment between technical solutions and customer requirements to enhance bid competitiveness.Mentor and Support Other Team Members and Provide Internal Training:Offer guidance and support to fellow team members, leveraging expertise to facilitate their professional growth.Conduct internal training sessions to share knowledge and enhance team competencies.Control Stock and Spares:Manage inventory of stock and spare parts, ensuring availability as per operational requirements.Maintain accurate records of stock movement and replenishment to facilitate efficient resource management.Core Competencies:Microsoft Client and Server Operating Systems:Proficient in configuring and troubleshooting Microsoft client and server operating systems.Microsoft Desktop Products:Familiarity with Microsoft desktop products and their integration within client environments.Networking, Structured Cabling, and Routing:Competent in networking principles, structured cabling practices, and routing configurations.Backup and Recovery:Skilled in implementing backup and recovery solutions to safeguard data integrity and availability.Security Protection and Patching:Knowledgeable in implementing security measures and patch management practices to mitigate risks.Unilink’s Bespoke Development Suite:Proficient in utilizing Unilink’s bespoke development suite for custom application configurations and support.SQL Database/DBMS:Experience with SQL databases and database management systems for data manipulation and retrieval.Knowledge of Company Information Security Procedures and Staff Responsibilities:Understanding of company information security protocols and individual responsibilities in maintaining data confidentiality and integrity.Knowledge of the Company's Key Customers, Operating Environments, and Public Sector
(Police/Probation/Prison)
Arenas and How Unilink Provides Services to These:Familiarity with key customer profiles, operational contexts, and Unilink’s service delivery within public sector domains. Knowledge/Skills/Experience: Technical (3+ years):Possess a minimum of three years of technical experience in relevant domains, including: Microsoft client and server operating systems.Networking, structured cabling, and routing.Backup and recovery solutions.Security protection and patching.Utilization of Unilink’s bespoke development suite.SQL database and database management systems.Personal:Demonstrate a responsible attitude towards tasks and customer interactions.Exhibit strong organizational skills, including the ability to prioritize work effectively.Possess excellent communication skills and a proactive 'can do' attitude.Maintain composure and effectiveness under pressure situations.Exhibit strong decision-making abilities, particularly in resolving technical challenges.Display proficiency in time management and accurate record-keeping practices.Uphold an information security mentality, adhering to relevant protocols and practices.Capable of mentoring and facilitating skills transfer within the team.Send me alerts about jobs like this.Please enter your email address to continue setting up an email alert for similar jobs to this one. By entering your email address and clicking apply you will sign up to Jobs4 and agree to our terms and conditions .
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