Desktop Support Analyst / 2nd Line Support Analyst
I have an exciting new opportunity that has become available for a Desktop Support Analyst / 2nd Line Support Analyst to work for a market leading Law Firm on a permanent basis.
As a Desktop Support Analyst / 2nd Line Support Analyst you will be expected to:
Technically resolves end users Incidents and fulfils Service Requests, across all supported IT
devices in accordance with agreed service levels.
Utilising the Service Management tool-set (ITSM Remedy), provides accurate and timely updates to agreed standards for all allocated Incidents and Service Requests.
Undertakes all relevant technical support and maintenance tasks/activities as required by
Change Management, Incident Management, Problem Management, Service Request
Management, and IT projects.
Where technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests. And where appropriate initiates the escalation process for Major Incidents.
Identifies key issues and risks, escalating promptly to line management team.
Attends and actively participates in all daily stand up and team meetings.
Key Technologies:
End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office
telephony and WiFi
Accessing and configuring Firmware/BIOS to set standards
Operating System exposure - install/update/remediate (Microsoft Windows - all support
versions)
End point software suites - install/update/remediate (Microsoft Office - all supported
versions)
Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push)
Mobile Iron Mobile Platform
End point Enterprise management systems - device updates/software install (Microsoft
SCCM, McAfee PGP, Bit locker)
End point Enterprise deployment technologies - device pre-boot configuration, booting
devices running device build sequences (Microsoft SCCM, Microsoft MDT)
Desktop Support Analyst / 2nd Line Support Analyst