Desktop Support Analyst

3 days ago

Milton Keynes, United Kingdom Experis LTD Full time

**PRIMARY PURPOSE OF THE JOB**Desktop Support is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS' IT Services Strategy to all in VWFS UK, with associated high levels of service and satisfaction.
They are also responsible for all audio and visual equipment in meeting rooms and ensuring that these are regularly checked and maintained. They will also be responsible for devices, printers etc.
Upgrading Laptops with Windows 10, and supporting the Laptop owner with technical issues.
This role reports to the VDI & Desktop Lead.
**MAIN RESPONSIBILITIES**:

- Responsible for providing 2nd line IT support to business colleagues with Citrix desktops, 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/Desktops with Windows 10, configuring user profile, supporting business colleagues and initial handover.
- 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.
- Collating monthly mobile billing reports and sending to IT Coordinators for budget control.
- 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 managing the Desktop Support incident queue, prioritising incidents accordingly and managing incidents according to priority and urgency.
- Responsible for IT Desktop Problem Management queue in HPSM, working on root cause of incidents and long term solutions.

**PRINCIPAL CONTACTS / WORKING RELATIONSHIPS**:

- The **VDI & Desktop Lead** is the line manager for this role so workload planning and scheduling, providing updates on projects, security patching, incident & service requests.
- The **Citrix Specialists** will provide 3rd line technical support to the Desktop Analyst and knowledge transfer of the VWFS Citrix environment.
- **VWFS (UK) colleagues** resolving desktop support incidents and service requests assigned to the Desktop Support queues. Supporting Laptop owners during the Windows 10 upgrade.
- Providing **IT Service Desk Analysts** with 2nd line IT Support, technical assistance and knowledge transfer.

**DECISION MAKING SCOPE**:

- Providing decisions on 2nd and 3rd line analysis and impact assessments in conjunction with the computer and mobile device policy.

**KEY CHALLENGES**:

- Supporting the Windows 10 project in upgrading 300 Laptops from Windows 7 to Windows 10. Ensuring all user data is backed up before the upgrade and restored successfully.
- Supporting around 1500 business colleagues using company devices, including 450 iPhones, managing the desktop support incidents to resolution within agreed service level agreements.

**EDUCATION, TRAINING AND EXPERIENCE**
Essential
- 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
- Hardware technical support of Workstations, Laptops, printers, video conferencing and mobile phones
- Strong customer service focus

Desirable
- Knowledge of antivirus products and configurations, McAfee MOVE & Symantec Endpoint Protection suites
- Previous experience working with video conferencing hardware and support using Skype for Business
- ITIL Foundation Certification

**SKILLS & PERSONAL CHARACTERISTICS REQUIRED**:

- Excellent communication skills - communicates with clarity and confidence; adapts style and content to the needs of the audience.
- Ability to deliver results - remains effective and positive even under pressure; takes ownership for delivering outcomes.
- Strong organisational skills
- Problem solving skills - able to solve problems whilst under pressure and within defined SLA
- High attention to detail, quality and consistency in all tasks
- Strong customer service focus, ensuring progress updates to customers are proactively managed
- Strong Windows 7 & Windows 10 technical skills including Bitlocker, McAfee, Mobile Iron, Active Directory, Microsoft Office in order to support business colleagues during client upgrades.
- Desktop hardware support, resolving hardware related issues with PC's, Laptops etc.

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