2nd Line Desktop Analyst

1 week ago


Canary Wharf, United Kingdom vertex-it-solutions Full time

**Desktop Analyst**

**Working on an expanding helpdesk alongside the Technical Lead resolving desktop issues escalated from the 1st line team, working in a prestgious office in Canary Wharf and with great opportunities to progress within the company.**

To act as a point of escalation of any technical issues which cannot be resolved by the Junior Desktop Analyst

Previously worked within a Desk Side environment and understand ITIL best practice.

**Key areas of Responsibilities**:
Install software to support an extensive computer systems network.

Assist in maintaining support documentation on network software.

Escalate problems to software providers as required.

Maintain appropriate technical documentation and upload to Service Now Knowledgebase

Implement security and user administration.

Provide 'end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.

Investigate and resolve common desktop issues in order to ensure business continuity.

Thoroughly investigate issues to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.

Liaise with 3rd party providers for technical support (Microsoft, Vodafone etc.)

**Key technical knowledge**:
**Must have hands on troubleshooting experience of the below technology**:
SCCM

Active Directory

Security Groups

Office 365

Windows 10

Networking (VPN, DNS, DHCP)

Group policies



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