Overview
Deskside Support Analyst / 2nd Line Support Analyst – Birmingham, on-site 5 days per week. Permanent role with a market-leading Law Firm.
Responsibilities
* Technically resolves end-user incidents and fulfils service requests across all supported IT devices in accordance with agreed service levels.
* Utilises the ITSM Remedy service management tool to provide accurate and timely updates for all allocated incidents and service requests.
* Performs relevant technical support and maintenance tasks as required by Change Management, Incident Management, Problem Management, Service Request Management and IT projects.
* Where needed, liaises with other internal support teams, internal senior management and suppliers in the day-to-day management of incidents and service requests; initiates escalation for Major Incidents when appropriate.
* Identifies key issues and risks, escalating promptly to line management.
* Attends and actively participates in daily stand-ups and team meetings.
Key Technologies
* End-point device hardware knowledge (HP, Lenovo, Apple laptops; iPhones, iPads) and Wi‑Fi/office telephony
* Accessing and configuring Firmware/BIOS to set standards
* Operating System exposure – install/update/remediate (Microsoft Windows – all supported versions)
* End-point software suites – install/update/remediate (Microsoft Office – all supported versions)
* Mobile Device Management enterprise experience – device enrol/un-enrol (Profile Push) MobileIron/Mobile Platform
* End-point Enterprise management systems – device updates/software install (Microsoft SCCM, McAfee PGP, BitLocker)
Role Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Information Technology
* Industries: Law Practice and Legal Services
#J-18808-Ljbffr