Deskside IT Support Specialist – Elevate End-User Tech

Markel; Greater London; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday + Bank Holidays

Company pension scheme

Private medical & dental cover

Job summary

Markel invites applications for a Deskside Operations Analyst in the UK to provide hands-on end-user support, triage escalations, and on-site desk-side services. You will work with IT teams to resolve issues, support VPN/LAN access, and contribute to knowledge base documentation.

The role offers on-site responsibilities, on-call rotation, and opportunities to grow in a Fortune 500 environment with strong benefits and a focus on delivering excellent user experience.

Qualifications

• Experience supporting end users in a large organization.
• Experience troubleshooting WAN/LAN print issues.
• Experience supporting Microsoft Managed Desktop – Laptops.
• Experience with ServiceNow and JIRA for tracking issues and projects.
• Experience with Office 365 / MS Office.
• Experience with Cisco WebEx and AV conference rooms.
• Solid understanding of MacOS, Windows OS and MS Office products.
• Strong oral and written communication skills.
• Understanding of desktop virtualization technologies is advantageous.
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune.
• Up to 20% travel required.

Responsibilities

• Providing Hands and Eyes Support (assistance to network, voice, collaboration teams as required).
• Provide priority support for escalated user issues.
• Participate in projects within the team and with other IT Teams within the organisation.
• Supporting the business, contacting the end users encountering challenges for troubleshooting and root cause analysis for accurate assignment and timely resolution.
• Participating in an On-Call rotation within the wider team to ensure a strong, robust service is provided to the business.
• Complete Install, Move, Add, Change activity via a ServiceNow Service Requests.
• Diagnose and resolve end user network, VPN, Wi‑Fi, and LAN access problems and be responsible for the escalation.
• Coordinating SOHO Kit configuration/shipment for existing employees and new starters.
• Understand principles and practices of ITIL standards.
• Providing conference room equipment support and upkeep.
• Provide support for all office hardware – laptops, thin clients, peripherals, printers, etc.
• Perform PC maintenance, repair, analysis, and testing.
• Assists in creating documentation for self‑service end‑user support knowledge base and for team members as an internal knowledge base and best practice sharing.
• Support the end user experience by being an ambassador of our environment and enabling them to use the technology.
• Liaising with Vendors relating to Incidents and service requests reported by users.
• Utilising ServiceNow platform for triage of End User Support tickets

Skills

End-user support

Communication skills

ITIL knowledge

Troubleshooting

Team collaboration

Tools

ServiceNow

JIRA

Office 365 / MS Office

Cisco WebEx / AV systems

Intune / M365 endpoint management

VPN / network access

Job description

Markel invites applications for a Deskside Operations Analyst in the UK to provide hands-on end-user support, triage escalations, and on-site desk-side services. You will work with IT teams to resolve issues, support VPN/LAN access, and contribute to knowledge base documentation.

The role offers on-site responsibilities, on-call rotation, and opportunities to grow in a Fortune 500 environment with strong benefits and a focus on delivering excellent user experience.