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Desktop Support Analyst

1 month ago


Newport Pagnell UK, Buckinghamshire, United Kingdom DataCareers Full time

Desktop Support Analyst

Permanent

Salary: £29,000 - £34,000 (+ benefits)

Location: Onsite - Newport Pagnell


Skills: Windows O/S, Mac O/S, Office 365, Remote Desktop tools, PowerShell


We are looking to recruit a Desktop Support Analyst to join a leading global agency based in Newport Pagnell. This role is essential in providing first and second-line technical support, ensuring the smooth operation of IT systems and services.


Key Responsibilities:


Technical Support & Team Collaboration:

  • Provide first and second-line technical support to end users in person, over the phone, and remotely.
  • Troubleshoot and resolve hardware issues, including desktops, laptops, printers, and peripherals.
  • Diagnose and resolve software issues across Windows, macOS, Linux, and enterprise applications.
  • Collaborate within a close-knit IT team to deliver efficient and effective solutions.


Hardware & Software Management:

  • Install, configure, and maintain desktops, laptops, servers, and virtual systems.
  • Manage device setup, configuration, and maintenance using Intune.
  • Perform system upgrades, patches, and software deployments.
  • Maintain hardware inventory to ensure accountability and functionality.


User Account & Access Management:

  • Manage user accounts, permissions, and role-based access using Active Directory and Entra.
  • Support onboarding processes, setting up accounts and systems for new employees.
  • Ensure compliance with IT security policies, including ISO:27001 standards.


Network Troubleshooting:

  • Diagnose and resolve basic network connectivity issues, such as Wi-Fi, LAN, and VPN problems.
  • Liaise with network teams for escalations and advanced troubleshooting.


Communication & Documentation:

  • Maintain accurate documentation of support activities, troubleshooting steps, and resolutions.
  • Use ticketing systems to manage and track IT support requests.
  • Provide user training, develop guides, and communicate system updates effectively.


Compliance & Security:

  • Enforce IT policies and ensure systems adhere to security protocols.
  • Support compliance initiatives and contribute to a secure IT environment.


Person Specification

  • Strong knowledge of Windows, macOS, Linux, and iOS operating systems.
  • Proficiency with Office 365, enterprise software, and remote desktop tools.
  • Experience with PowerShell and Bash scripting.
  • Familiarity with Cloud Hybrid infrastructure and networking basics (IP, DHCP, DNS, Wi-Fi).
  • Strong problem-solving skills, excellent communication, and attention to detail.
  • Experience with IT ticketing systems, such as Deskpro.
  • Ability to work within tight security restrictions and follow complex technical processes.