We are actively building diverse teams and welcome applications from everyone. Role: Endpoint Services Analyst Location: Customer Site - on-site (SCC operate hybrid working, which comprises of a mix of office and home working) Contract Type: Permanent Salary Package: Competitive base salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year Hours: 9.00 am – 5.30 pm Monday – Friday Interview Process: 2-stage process Why SCC? An inclusive workplace Excellent package: solid basic and company benefits Hybrid working & core hours in line with role requirements Career development and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose: The suitable candidate in this role will provide 2nd level technical support both remotely and in person to the RAC. The role will report to the Field Delivery Manager Central West. It is expected after a defined period, the individual would hold the Microsoft Desktop Support Technician certification as well as a technical appreciation of SCC core Endpoint Services support model, supporting that normal operational service is returned as quickly as possible or new technology is delivered, within internally agreed business service levels. Key responsibilities: • Respond and resolve all tickets and work assigned by the Endpoint Services team leader within prescribed SLA. Manage personal workload to achieve this and escalate conflicts in workload to the Endpoint Services team leader in a timely manner. Take appropriate action to ensure no tickets exceed SLA. • Where unable to resolve a ticket, or where an assigned ticket is at risk of not meeting SLA, escalate to Endpoint Services team leader and management. • Carry out Work Request or other project duties on site as required by the RAC • Liaise with Service Desk and other SCC resolver groups for the resolution of customer issues • Liaise with SCC Support Teams for resolution of customer issues • Housekeeping, update and support of SCC Endpoint management toolsets including Microsoft System Center Suite, O365 • Detect and eliminate PC viruses using Microsoft System Center Endpoint Protection 2012 or Sophos • Keep customer updated throughout the life of a ticket, ensuring satisfactory ticket resolution is achieved. Update service management tool, clearly specifying progress and resolution details • Track and document problems by status (resolved, duplicated, escalated and under investigation) utilising established problem tracking and reporting systems • Comply with all Customer and SCC Policies and Procedures • Document Issues and Fixes to the teams Knowledge Management System Skills and experience: • Has relevant experience with Endpoint Services management concepts and toolsets. • Extensive desktop support skills with Windows operating system, Microsoft Office suite, Office 365, desktop / laptop hardware and printers. • Provisioning and supporting desktop hardware, including PC's, notebooks, Apple Macs, monitors, printers, multifunctional media devices, and other related hardware accessories. • Patching / AV support from within System Center Configuration Manager and Sophos • Operating system deployment using SCCM or MDT. • Application Packaging / Sequencing experience desirable. • Experience of dealing with VIP care • Knowledge of and use of Enterprise Mobility products. • Previous working experience using best practice IT Service Management tool sets in relation to effectively handling Customer's Tickets (preferably Service-Now). • ITIL knowledge specifically in relation to IT Service Operations (Incident, Problem, Request Management, and Asset Management) and adherence to other ITIL Service Management Processes. • Experience of cross-functional working and cultural sensitivity. • Experience of working within enterprise desktop migration projects desirable. About You About Us SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex. We are an equal opportunities employer SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling. Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/ Sustainability at SCC - https://www.scc.com/sustainability-at-scc/ Life at SCC - https://www.linkedin.com/company/scc/life