IT Desktop Support Analyst

2 days ago

Leicestershire, United Kingdom Fill Your Specialist Role Full time

**Introduction** Be part of something great
Our client is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK they employ around 5,000 people across the country to deliver services that have a profound impact on people’slives. From assessments and health services to employability programmes and specialist support, they do work that matters with people who care.

**Job Summary** As a Desktop Support Analyst, you are responsible for providing IT second line support to our clients UK users. You cover on-site support presence in the main of our client and also offer remote assistance to users outside of our clients UK offices.
You will work closely with the Service Desk and the other IT teams to solve hardware and software issues on PCs, laptops, software, mobile phones and desk telephony, within the agreed KPIs/SLAs.
The role will be based in main of our clients locations with periodic travel to other of our clients sites

Salary Range:
Non-London - £27,000-£30,000pa
London -£30,000-£34,000pa

**Essential Job Duties** This position’s job duties and responsibilities include:

- Liaise with the Service Desk to resolve more complex tickets on software or hardware
- Interact with our clients end users to troubleshoot and resolve their 2nd line tickets
- Ensure support calls are resolved in line with agreed SLAs
- Install, diagnose, repair, maintain, and upgrade all supported hardware and software and equipment to ensure optimal performance.
- Provide end-user support at main of our clients offices
- Manage our clients mobile and fixed telephony: accounts creation, faults management, requests management, liaison with suppliers
- Participate to the testing and deployment of new hardware and/or services
- Create documentation where necessary for new hardware/ services that are introduced
- Liaise with end-users and external suppliers to ensure correct equipment and software is ordered

**Education and Experience Requirements** Qualifications & Experience
- Experience as an IT support Analyst
- Experience in supporting office based and mobile users
- Excellent knowledge of PCs and laptops and their architecture, including internal components
- Experience with image deployment, including WDS/PDQ
- Experience working with printers, scanners etc.
- Knowledge of mobile technologies - e.g. Smart Phones - Android and Apple, Tablets
- Knowledge of PGP and Bit Locker Encryption software
- Knowledge of Google Suite is desirable
- Knowledge of Adaptive Technology
Individual Competencies
- Excellent communication skills with colleagues at all levels of the business
- Excellent telephone manner
- Common sense approach and helpful attitude
- Natural problem solving skills
- Being able to plan methodically
- Able to multitask
- Can work unsupervised
- Being able to plan methodically but also at ease with changes in priorities

Where reasonable, our client will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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