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 in Birmingham on a permanent basis.
* 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