Desktop Support Analyst
BBBH93065_1741777156
Posted: 03/12/2025
- Up to £45000.00 per annum + Pension, Life Assurance, Bonus
- South West London, London
- Permanent
My fantastic client in South West London is currently looking for a solid Desktop Support Analyst to come on board on a permanent basis. This role is a hybrid based role offering 2 days per week remote working.
This is a hands-on role where you will be day to day support service to end user and responsible for the effective management of incidents, service requests and problems across the organisation; the provision of second- and third-line operational support relating to end user devices.
Key Responsibilities
- Strong technical knowledge and leadership in supporting the IT team.
- Act as 2nd/3rd line support, assisting the junior members of the team and ensuring ticket response and resolution stays within SLA.
- End to end IT asset and lifecycle management to include procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal.
- Provisioning of a VIP service for Exec level users, and their PA's
- Maintain and update policies in Intune and Jamf for end user devices.
- Manage the end to end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team.
- Troubleshooting customer technical faults and driving fault resolution
- Manage internal colleague expectations with regards to IT support service, resolving escalated issues to ensure colleague satisfaction.
- To provide a centre of excellence for I.T Service Desk knowledge and expertise and provide expert advice and guidance on the desktop environment to serve business needs.
- To assume a lead role in the analysis, diagnosis, escalation, execution and resolution of incidents and problems affecting the customer base.
- Provide assistance in hardware set up, configuration and software installation and troubleshooting of IT desktops, peripheral and mobile devices, as required.
- Contribute to technical documentation, knowledge articles, procedures & process definitions.
Your qualifications, experience & skills:
- Minimum of 2 years' experience in a similar role within an IT business support experience.
- In-depth technical knowledge of desktop system software and hardware. (Mac & Windows 10) as well as mobile devices, telecommunications, peripherals, security, applications, client server software and system tools.
- An extensive background of managing the end user IT desktop service with strong OSX skills.
- A background within team management, ITIL service management and implementation.
- Competent in delivering management of IT Desktop Support Services, in a mixed Windows and OSX environment.
- Experience of Active Directory and Azure Active directory