Deskside Support Analyst

Deskside Support Analyst

Job Advertisement:
Deskside Support Analyst

Location:

London

Contract Type:
Permanent, fully in the office

Salary: £35,000 - £37,000 (depending on experience)

Working Pattern:
Full Time (37.5 hours/week, Mon-Fri, 8:30 am - 5:00 pm)

Are you ready to elevate your career in Information Technology? Join our client's prestigious office in London as a Deskside Support Analyst ! If you're passionate about providing exceptional support and thrive in a dynamic environment, we want to hear from you!

What You'll Do:
As a Deskside Support Analyst, you will be the go-to person for 1st and 2nd line support for 80 hybrid users, including executives and board members. You'll tackle a variety of technical end-user computing issues and be the friendly face that keeps our clients smiling. Your responsibilities will include:

Providing top-notch support across Windows 11, Dell laptops, iPhones, and iPads
Managing AV support in our 7+ meeting rooms, ensuring seamless Teams meetings
Handling incidents and requests through walk-ups, email tickets, Teams messages, and calls
Maintaining hardware and software asset inventory, ensuring everything is up to date
Offering excellent customer service, translating technical jargon into easy-to-understand terms

Key Responsibilities:

Primarily End user support - AD, AAD, Office 365, Teams, Exchange, Intune, autopilot,incident management, request fulfilment, purchasing, logistics, starters / leavers process (New hire induction) end user hardware support, AV support

Systems / Service support - Azure AD, Office 365
IT Service Management - Ticket handling, worklogs, populating solution KB in ITSM, prioritisation, customer focused, good English language skills (verbal, written)
Floor walking and interact with users and represent the brand calmly and professionally
You will be proficient in IT support, both on IT hardware and Audio Visual (AV) support, dealing with a variety of user requests. You will maintain a high level of customer service at all times and adhering to company service delivery principles
The Deskside Support Engineer will also be responsible for providing remote support services to colleagues for any service requests and issues relating to colleagues' IT hardware and software
Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience
Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
Asset Management: maintain accurate inventory of hardware and software assets; manage lifecycle, allocation, and compliance
Provide advice, direction and support to all users including executive members, board members and guests in professional manner
Ensure quality standards are adhered to for any deliverables and raise any concerns that may impact on local level
Effectively log issues using standard and approved tools and ensure follow up and feedback with the end user
Excellent ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritise tasks is a must.
Liaising with the cover team to ensure that they are site-familiar and aware of any procedural and or system changes

Essential

Skills:

Strong knowledge of iOS mobile devices and Microsoft 365 (Entra , Intune, Teams, Defender, Exchange online, SharePoint)
Proficiency in troubleshooting Windows 11 and common productivity tools
Excellent knowledge of Intune including Autopilot laptop build
Familiarity with Audio-Visual systems and Microsoft Teams Meeting Room technologies
Excellent communication skills to articulate technical issues to a non-technical audience

Desired

Skills:

Provide ad-hoc AV support for meetings and conferences
Using service management tools to manage, update, escalate and create new Incident and Problem records
Support, admin and replacement of smart devices, including tablets
Installation, configuration and administration hardware (Dell)
Maintenance and troubleshooting of MF Printers as directed by technical…