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Remote Site Support Analyst in Sunderland at Computershare, Inc

Date Posted: 9/28/2018

Job Snapshot

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Job Description

Remote Site Support Analyst                                                                                                    

Doxford - Sunderland 

Competitive Salary  Realistic Progression Opportunities Technical Training & Development Award Winning Employee Share Plan Competitive Company Pension Flexible Working Hours 25 Days Holiday Excellent Working Culture

Computershare’s Global Service Centre provides a single point of contact, 1st level resolution and major incident escalation for all Computershare staff for all incidents, problems and requests to Computershare Technology Services across the Globe.

The Remote Site Support Analyst is responsible for carrying out all Service Centre activities on remote sites, which cannot be completed by Service Desk Analysts from the Service Desk HQ in Edinburgh.

The successful candidate will be required to travel to remote sites and must hold a clean, current UK driving license.

  • First line desktop investigation and diagnosis.
  • Managing lifecycle of incidents and requests, escalating as appropriate and closing when the user is satisfied.
  • Installation and maintenance of desktop hardware.
  • Regular patching and maintenance of desktops and laptops.


Key Accountabilities

  • Diagnose & resolve software & hardware incidents, including operating systems and across a range of software applications.
  • To assist all users with any logged IT related incident when called upon.
  • To take ownership of issues by carrying out problem analysis to implement fixes to restore service to customers as soon as possible; escalating incidents to the correct support team when necessary.
  • Install and configure new IT equipment.
  • Review and update build standards along with the Principle Technical Analyst.
  • Identify repeated incidents – work to reduce these
  • Travel to offsite locations to assist with office moves and project work.   
  • Support Regional Service Desk Team Lead to document processes and train Service Desk Analysts.
  • Resolve incidents with printers, copiers and scanners.
  • Enforce Information Security and AUDIT policy/requirements and identify and report highlighted business risks.
  • Ensure at all times that customer service is paramount and that we are all working towards the same end goal using ITIL processes.
  • Support BCP and other business process’s
  • Meet goals and KPIs as set by the line manager.
  • Communicate and engage with the Change and Incident functions. 

Skills & Experience 


  • Clean and current drivers licence.
  • Good professional and courteous manner.
  • Strong verbal and written communication skills.
  • Average or above request fulfilment tasks undertaken over several months.
  • Ability to discuss and understand all issues and items from the Day/Nights during the Shift Handover independently.
  • Low error rate.
  • Comfortable with Incident Management Process including escalation and communication.
  • Good team player.
  • Willingness to learn new technologies and work within a technical group.
  • Strong ability to work and follow process & procedures.
  • ITIL v3 Foundation Qualification
  • Desk move & cabling support

What’s in it for you?

We offer all employees 25 days holiday, an excellent pension scheme and the opportunity to own a slice of Computershare through our employee share plan. You can also choose to take advantage of a range of flexible benefits. We also offer great opportunities for career development.

About Computershare


Founded in 1978, Computershare employs over 16,000 people across the globe, providing services in over 22 countries to more than 16,000 clients. With a market capitalisation value of over $7 billion, Computershare has a group turnover of over $2 billion per annum. A global market leader in transfer agency and share registration, employee equity plans, proxy solicitation, mortgage/loans services and communications, we also specialise in a range of other diversified financial and governance services and are a trusted partner of the UK Government.

Computershare is renowned for its expertise in data management, high volume transaction processing, payments and communications. Many of the world’s leading organisations use these core competencies to help maximise the value of relationships with their investors, employees, creditors, members and customers.

Our vision is to leverage our global network, specialised technology, local and global financial markets expertise and unsurpassed service levels to keep Computershare at the forefront of the industry. As the perfect partner for organisations seeking consolidated tailored solutions and superior service, we constantly strive to widen the gap in quality between us and our competitors. We have three key values that drive everything we do:

•         Certainty - Count on us to deliver every time

•         Ingenuity - Look beyond today’s problems to find tomorrow’s solutions

•         Advantage - Unlock your competitive advantage

All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Investor Services plc is authorised and regulated by the Financial Services Authority. Computershare Investor Services plc is registered in England and Wales No 3498808 and the registered office address is: The Pavilions, Bridgwater Road, Bristol, BS13 8AE.