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Desktop Support Analyst
Job Posted: 2 hours ago
Salary: £ 273 - 274 / Day
Job Type: Contract
Location: Milton Keynes, Buckinghamshire
Expire in: a month
Job Description
Senior Desktop Analyst
3 months
Milton Keynes - onsite x5 times
£274 per day inside IR35 - Umbrella only
PRIMARY PURPOSE OF THE JOB
The Senior Desktop Analyst role is responsible for providing all employees including field based staff with support for all VPN Desktops, Laptops, iPhones, iPads and all associated client based applications.
They are also responsible for all audio and visual equipment in meeting rooms and ensuring that these are regularly checked and maintained.
The main part of the role is to maintain and update the laptop estate and support all mobile devices following the build and security design from the Technical Lead - Desktop Services.
They will also be available via the IT Tech Bar (and virtual Teams based IT Tech Bar) to effectively support the business in real time.
This role reports to the Technical Lead - Desktop Services.
MAIN RESPONSIBILITIES
Responsible for providing 2nd line IT support to business colleagues with laptops, printers and meeting room AV equipment.
Responsible for provisioning and supporting iPhones & iPads to business colleagues and resolving associated incidents and service requests.
Responsible for provisioning of laptops with VPN, Windows 10, configuring user profile, supporting business colleagues and initial handover.
Responsible for covering the IT Tech Bar to support business colleagues for both pre-booked appointments and "walk-ups".
Producing and acting upon monthly reports showing Microsoft patching status, backups and antivirus status of laptops, desktops & meeting room devices to ensure there are no gaps in security patches and backups, remediating where required.
Ensuring the IT Asset register is kept updated with all changes to hardware devices, correlate with a monthly export from Active Directory.
Ensuring incidents and requests from senior management are correctly logged and resolved as a priority with outstanding issues escalated.
Responsible for maintaining the IT Desktop Local Working Instructions (LWI) documents, creating new LWIs where necessary.
Responsible for IT Desktop Incident and Request queues in ITSM (via FS.GET or Service Desk), working on root cause of incidents and long-term solutions.
Responsible for keeping the laptop build image updated with the latest patches and software componentsEDUCATION, TRAINING AND EXPERIENCE
Essential
Previous experience of supporting M365 suite on large laptop estate
Previous experience of working with a largely remote laptop workforce
Previous IT Desktop Support experience focusing on Windows clients and shrink wrap applications.
Experience of working to agreed Service Level Agreements and managing incident support queues to resolution
Experience of IT 2nd line support of Microsoft Office suite of products
Experience of creating and maintaining laptop build images using SCCM
Hardware technical support of Workstations, Laptops, printers, video conferencing and mobile phones
Strong customer service focusDesirable
Knowledge of antivirus products and configurations, Trellix (formerly McAfee) suites
Previous experience working with video conferencing hardware and support using Microsoft Teams
Experience of working in a highly regulated industry such as Finance
ITIL Foundation CertificationIf you are interested in this role please apply at first instanceBefore You Apply
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