Job Description

Job Title: Desktop support analyst

Employment status : Full time

Hours : Mon-Fri 8-4/9-5 rotational

Location : Fenchurch Street, London

Remuneration: \xc2\xa3250/350 per day

About the team:

The Deskside Support Analyst is responsible for specialized information technology areas performing operational, analytical, and/or technical support functions to maintain and improve the end users experience.

What we ask of you:

• Providing Hands and Eyes Support (assistance to network, voice, collaboration teams as required).
• Provide priority support for escalated user issues.
• Participate in projects within the team and with other IT Teams within the organization.

• Supporting the business, contacting the end users encountering challenges for troubleshooting and root cause analysis for accurate assignment and timely resolution.
• Participating in an On-Call rotation within the wider team to ensure a strong, robust service is provided to the business.
• Complete Install, Move, Add, Change activity via a ServiceNow Service Requests.
• Diagnose and resolve end user network, VPN, Wi-Fi and LAN access problems and own the escalation.
• Coordinating SOHO Kit configuration/shipment for existing employees and new starters.
• Understand principles and practices of ITIL standards
• Providing conference room equipment support and upkeep.
• Provide support for all office hardware \xe2\x80\x93 laptops, thin clients, peripherals, printers, etc.
• Perform PC maintenance, repair, analysis and testing.
• Assists in creating documentation for self-service end-user support knowledge base and for team members as an internal knowledge base and best practice sharing.
• Support the end user experience by being an ambassador of our environment and enabling them to use the technology.
• Liaising with Vendors relating to Incidents and service requests reported by users.

• Strong experience in supporting end users in a larger organization.
• Experience troubleshooting and resolving WAN/LAN print related issues.

• Experience in supporting Microsoft Managed Desktop - Laptops
• Experience with Service NOW and JIRA for tracking of issues and projects
• Experience in Microsoft Office (2016, 2019, 2021, or O365)
• Experience with Cisco WebEx technology and experience in AV conference rooms technology.
• Strong knowledge of MacOS, Windows OS and MS Office products.
• Strong oral and written communication skills.
• Excellent communication and customer service skills
• Understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity.
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune.

Interaction Recruitment