1st/2nd Line Support Analyst

Vertex IT Solutions Ltd; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Support Analyst to deliver exceptional desktop and remote support services. This role involves maintaining the service desk platform, resolving user issues, and ensuring smooth operation of applications across PCs, Macs, and iOS devices. You'll be at the forefront of technology, working with a diverse user base while contributing to a collaborative team environment. If you're self-motivated and eager to stay ahead of industry innovations, this is your chance to make a significant impact in a fast-paced setting.

Qualifications

• Minimum of two years' experience in a PC-based environment.
• Knowledge of CISCO network topology is advantageous.

Responsibilities

• Provide desktop and remote support to users and resolve incidents.
• Maintain the service desk platform and support applications on various devices.
• Coordinate with facilities for office renovations and user moves.

Skills

Windows 10 Support

Office 365

Customer Service

CISCO Networking

Ivanti Endpoint Manager

Microsoft Intune

Interpersonal Skills

Education

A Level or Equivalent

Tools

Ivanti Endpoint Manager

Microsoft Intune

Job description

JOB DESCRIPTION

JOB TITLE

Support Analyst

REPORTING TO

IT Operations Manager

JOB SUMMARY

To provide desktop and remote support to users, maintain the service desk platform, software deployment, hardware configuration, and deliver excellent customer service.

MAIN RESPONSIBILITIES

1. Triage incoming requests and incidents via email, telephone, and self-service, ensuring appropriate resolutions or escalations to other teams.
2. Maintain and develop the service desk platform.
3. Resolve desktop problems, liaising with users as necessary.
4. Support and maintain applications on PCs, Macs, and iOS devices, including deployment.
5. Maintain networking typologies and Windows 10 operating system support experience.
6. Support agile working (Laptop/Surface Pro/iOS) including Intune enrollment and Apple Business Manager.
7. Ensure software implementation follows change control guidelines, procedures, and methodologies.
8. Address common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment).
9. Coordinate with the facilities team for office renovations, user moves, and changes.
10. Set up and configure meeting rooms and assist with audio/visual presentations as needed.
11. Create and deliver training sessions or materials for key applications such as Office 365.
12. Stay informed about industry innovations and proactively propose solutions for the team and business.
13. Perform any other duties as requested by the IT Operations Manager.

PERSON SPECIFICATION

1. Minimum of two years' experience in a PC-based environment, supporting Windows 10 and Office 365. Knowledge of CISCO network topology is advantageous.
2. Experience with Ivanti Endpoint Manager and Microsoft Intune is a plus.
3. Strong interpersonal, presentation, and customer service skills.
4. Self-sufficient, motivated, methodical, and inquisitive.
5. Educated to A level or equivalent, with effective communication skills for both technical and non-technical audiences.
6. Ability to support a large and diverse user base in a fast-paced environment.