Desktop Support Analyst (2nd Line) at Robert Walters

Salary: £35,000 - £40,000

You will assume a pivotal role in ensuring the seamless operation of IT services for a diverse user community, with the flexibility to work both remotely and on-site. 
What you'll do:

• You will occupy a central position within the organisation’s IT operations. Your daily remit will encompass providing responsive second line assistance for hardware and software concerns across multiple platforms. You will engage directly with end-users both remotely and face-to-face, ensuring their technological requirements are met with patience and understanding. Your duties will extend to managing incidents through the ITSM system; supporting device configuration and troubleshooting using industry-standard tools such as Intune/EntraID, Active Directory, Azure AD, Office 365 suite, Windows Server environments; resolving Exchange Admin Centre issues; as well as diagnosing hardware faults on desktops, laptops, tablets, among others. You will also lend support to office management functions when called upon and may participate in third line or infrastructure projects under supervision. 

What you bring:

• At least 2-3 years in a 2nd line support role is vital. You appreciate the significance of precise record-keeping within ITSM systems and take pride in executing administrative responsibilities thoroughly. Your communication style is clear yet empathetic—facilitating effective engagement with colleagues who may be experiencing frustration due to technical difficulties. You value teamwork but are equally adept at assuming responsibility for individual tasks when circumstances require it. A dedication to continuous learning ensures you remain abreast of technological advancements pertinent to the Desktop Support Analyst position.