Senior Technical Analyst

4 weeks ago

Reading, Reading, United Kingdom Deloitte LLP Full time
Job Description

Deloitte LLP is seeking a highly skilled Senior Technical Analyst to join our team. As a key member of our IT Support Services, you will be responsible for providing technical support to our clients and colleagues.

Key Responsibilities
  • Provide first and second line software and hardware support and troubleshooting expertise to all members of the firm.
  • Work with our other support channels to ensure that our members can deliver to clients.
  • Manage and securely control the physical local Tech Bar / build room inventories of IT hardware assets and logical state management in the configuration management database (CMDB).
  • Ensure all incidents, service requests and bookable support appointments are accurately captured and updated within the ServiceNow ITSM tool.
  • Proactively manage prioritised local and national support queues, ensuring users are updated in a timely manner and according to the correct processes.
  • Build, configure and administration of IT equipment including but not limited to; Windows PCs, Apple Macintosh, Mobile phones, Monitors and AV equipment, printer hardware and network or server equipment.
  • Occasional travel to other UK member firm offices to provide support for events and absence cover.
  • Occasional out of 'standard working hours' office site attendance or working to support incidents, events, and absence cover, in accordance with overtime policy as appropriate.
  • Work under their own initiative whilst following procedures and working with systems and processes.
  • Timely reporting of incidents and risks in accordance with process.
  • Work closely with other departments in Central Business Services to ensure a quality culture.
  • Delivering Onsite services compliantly with IT security policies and procedures.
Requirements
  • Proficient with the key end user technology including Windows PCs, Apple Mac's and iPhone devices as well as a range of key software applications and end user peripherals.
  • Experience of building corporate and vanilla PCs.
  • Knowledge and understanding of the following key software and hardware: Current and recent Microsoft Windows operating systems, Autopilot, Microsoft Office/O365, Active Director, ServiceNow ITSM, Network connectivity and VPN protocols, Citrix platform, and common collaboration tools such as Teams and Zoom.
  • Demonstrable experience providing 'face to face' and remote technical support to Business End Users of all levels of seniority including executives and VIP's.
  • High level of proficiency in using industry leading ITSM and CMDB tools such as ServiceNow to capture and manage all incidents, service requests, problem tickets and change management.
  • Demonstrable experience of working in a small team of skilled technical operatives managing shared work queues and bookable scheduling systems.
  • Strong written and verbal communication skills with the ability to effectively present information articulately to Business users.
Desirable
  • ITIL Foundation, Service Operations.
  • ServiceNow Practitioner or equivalent certification.
  • Microsoft Operating System or equivalent certification.
  • JAMF 100 / 200.
  • AWS Azure fundamentals.
What We Offer

Deloitte LLP offers a dynamic and supportive work environment, with opportunities for professional growth and development. We are committed to providing our employees with the tools and resources they need to succeed in their roles.

How to Apply

If you are a motivated and experienced technical professional looking for a new challenge, please submit your application to join our team.

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