Field Support Analyst

We are currently recruiting for a Field Support Analyst to deliver efficient and effective IT field support to Willmott Dixon's business. This role will include supporting the Interiors London Office and the Ecoworld London Office (EWL). This role will focus on support at these locations with a requirement for at least 1 day on site at our EWL location (possibly split to 2 half days) and the remainder of time in our Interiors office and sites.

This role is essential for ensuring smooth IT operations and customer satisfaction across the region. The Interiors office and the EWL Office has a requirement for someone on site by 08:30am to ensure there is support for morning meetings and any issues that may arise prior to these.

What are the indicators of success in my role?

• I provide timely and effective local end-user support for all IT systems, including desktop hardware/software, video conferencing equipment, mobile communications, and new site setups.
• I take ownership of IT issues and collaborate with the central IT team to implement cost-effective, fit-for-purpose solutions.

• I ensure adherence to legal and legislative IT requirements.

• I maintain accurate regional hardware asset registers.

• I function as a conduit of information between my region and the Service Delivery team.

• I manage incident tickets per the Incident Management process, ensuring accurate and informative updates.

• I plan, manage, and communicate my weekly movement plan to support managers.

• I contribute to key tasks and issues as part of annual objectives.

• I cover other office sites as required by the business needs.

What do I do?

Customer:

• I understand my customers' needs and motivations, adapting my approach accordingly.

• I capture feedback from customers and stakeholders to gauge satisfaction with my and my team's services, making necessary adjustments.

• I build strong relationships to support the digital upskilling of our people.

• I ensure my team adopts a customer-first approach and provides them with the necessary skills for success.

• I set a high standard for customer engagement and advocacy, delivering services that support customer needs and inform IT Service objectives.

• I align with the company strategy and work closely with the business and IT to achieve common goals.

Collaborate:

• I work with IT teams and the wider organization to deliver outstanding service.

• I share and encourage the sharing of information and best practices.

• I build and maintain good relationships across the organization.

• I collaborate with wider teams to resolve major issues and conflicts.

Performance Metrics:

• I manage and monitor key performance indicators (KPIs) for various processes and services, identifying areas for improvement.

• I ensure adequate resources, consistency, and quality to achieve or exceed KPIs.

Documentation and Reporting:

• I maintain processes and provide regular reports to management and stakeholders on process performance, compliance, and exceptions.

• I create high-quality documentation to clarify roles and responsibilities.

• I maintain run books and knowledge articles to a high standard.

• I monitor and report on overall operational service health and identify improvement opportunities.

• I ensure adherence to IT processes, policies, and procedures, promoting discipline and structure in operational delivery.

• I manage internal and external audits to achieve compliance through regular monitoring, reporting, and up-to-date documentation.

Personal Effectiveness:

• I provide timely solutions to problems with an objective and proactive approach.

• I recognize my strengths and limitations, leveraging strengths and mitigating limitations.

• I communicate effectively, listen actively, and tackle difficult conversations appropriately.

• I adapt to different people and manage relationships effectively.

• I plan ahead, see the bigger picture, and manage performance expectations.

• I work well as part of a team and enjoy achieving common goals.

• I identify and manage risks and opportunities.

• I embody IT behaviours and maintain professionalism.

• I make key decisions and continually develop personal and technical effectiveness.

• I meet deadlines without prompting.

Skills, Qualifications, and Memberships

Essential:

• Windows 11 certification

• Office 365 experience

• Active Directory experience

• Strong customer service skills

• Proactive and effective communicator (written and verbal)

• Full driving license

• Willingness to travel

Desirable:

• ITIL V4 certification

• MBCS certification

• SCCM or Autopilot knowledge

Attributes:

• I regularly reflect on my experiences and performance, constantly seeking improvement.
• I model behaviour that shows respect, helpfulness, and cooperation.

• I respond positively and resiliently to setbacks.

• I manage multiple demands without losing focus or energy.

• I promptly recognize changes in circumstances and adjust plans accordingly.

• I take personal responsibility for making things happen and overcoming barriers.

• I prioritize and plan to deliver agreed objectives.

• I present plans clearly, concisely, and accurately to ensure understanding.