As a member of the IT department, the Desktop Support Analyst will work with other members of the team to share responsibility for the maintenance of the IT Support Helpdesk; documenting all calls, prioritizing as required, and escalating necessary calls to internal support or outside vendors, to ultimately oversee the successful and expedient resolution of all queries. The Desktop Support Analyst will have excellent interpersonal skills and an organized approach, with the ability to adapt and respond to ad‑hoc queries in a timely manner. This is an exciting opportunity to work in a global environment utilising existing skills, as well as developing new ones, to help deliver first‑class IT support to global IDBS employees on a wide variety of issues. This is a hybrid position based in Woking – minimum 2 days a week – Wednesday and either Tuesday or Thursday, plus a Monday or Friday when required.
Responsibilities
* Onsite and remotely test computers and peripherals to diagnose hardware and software problems. Troubleshoot, repair and maintain computer equipment (e.g. laptops and peripherals). Work with hardware vendors to resolve equipment failures/problems. Build and deploy new laptops
* Assist in the maintenance of current infrastructure, servers, networks. Provide additional technical support for the network/server environment. Test applications for environmental compatibility; maintain and update systems (software deployment). Administer user accounts
* Monitor and manage calls assigned to you on the service desk, working through to resolution. Develop and test user documentation; follow all IT related documentation and processes; maintain accurate and up to date records, ensuring compliance with the company’s procedures
Success in this role looks like
* Possessing strong attention to detail and troubleshooting skills to effectively diagnose and resolve laptop/network issues, either independently or by escalating to appropriate technical resources.
* Serving as a representative for the service desk, effectively communicating and resolving problems and requests, while also initiating necessary actions.
* Providing support for operating systems commonly used within the company’s environment while collaborating with team members towards shared objectives.
Preferred experience
* CompTIA Network+
* Microsoft MTA/MCITP
* Windows & Mac OS, SCCM, InTune, Jamf
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