Contract Desktop Support Engineer (2nd/3rd Line)

Undisclosed; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job summary

Undisclosed in Milton Keynes is seeking a Desktop Support Analyst on a contract basis until 31 December 2026. You will provide 2nd line IT support for VPN desktops, laptops, iPhones, iPads and meeting room AV, and help maintain the laptop estate and mobile devices following security guidelines.

You will operate via the IT Tech Bar, support around 2000 staff, manage 1200+ laptops, 100+ iPads, 700+ iPhones, and contribute to patching, backups and incident resolution as part of a regional IT team.

Qualifications

• Previous experience of supporting M365 suite on large laptop estate
• Previous experience of working with a largely remote laptop workforce
• Previous IT Desktop Support experience focusing on Windows clients and shrink wrap applications
• Experience of working to agreed Service Level Agreements and managing incident support queues to resolution
• Experience of IT 2nd line support of Microsoft Office suite of products
• Experience of creating and maintaining laptop build images using SCCM
• Hardware technical support of Workstations, Laptops, printers, video conferencing and mobile phones
• Knowledge of antivirus products and configurations, Trellix (formerly McAfee) suites
• Previous experience working with video conferencing hardware and support using Microsoft Teams
• Experience of working in a highly regulated industry such as Finance
• ITIL Foundation Certification

Responsibilities

• Provide 2nd line IT support to business colleagues with laptops, printers and meeting room AV equipment.
• Provision and support iPhones & iPads to business colleagues and resolve incidents and service requests.
• Provision laptops with VPN, Windows 10, configure user profiles and support business colleagues.
• Cover the IT Tech Bar to support business colleagues for pre-booked appointments and walk-ups.
• Produce monthly reports showing patching, backups and antivirus status and remediate where required.
• Maintain IT Asset register and update with changes to hardware; correlate with Active Directory exports.
• Log and resolve incidents and requests from senior management as a priority; escalate remaining issues.
• Maintain IT Desktop Local Working Instructions documents and create new LWIs when needed.
• Manage IT Desktop Incident and Request queues in ITSM and work on root cause solutions.
• Keep the laptop build image updated with latest patches and components.

Skills

2nd line support

VPN support

Windows 10/11

Mobile devices

Active Directory

M365 / Intune

Teams / video conferencing

ITIL Foundation

BitLocker / Trellix

SCCM image management

Education

ITIL Foundation Certification

Tools

SCCM

Trellix antivirus

Microsoft Teams

Active Directory

Job description

Undisclosed in Milton Keynes is seeking a Desktop Support Analyst on a contract basis until 31 December 2026. You will provide 2nd line IT support for VPN desktops, laptops, iPhones, iPads and meeting room AV, and help maintain the laptop estate and mobile devices following security guidelines.

You will operate via the IT Tech Bar, support around 2000 staff, manage 1200+ laptops, 100+ iPads, 700+ iPhones, and contribute to patching, backups and incident resolution as part of a regional IT team.