Deskside Support Analyst

Markel; Manchester; On-site; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday

Company pension

Private medical

Dental cover

Life assurance

Job summary

Markel is seeking a Deskside Support Analyst to provide priority, hands-on end-user support on-site in Manchester and across offices. You will triage escalated issues, resolve hardware and software problems, and participate in IT projects to improve user productivity.

You will liaise with vendors, support conference rooms and AV equipment, and help onboard new starters while following ITIL principles and ServiceNow processes.

Qualifications

• Provide hands-on IT support for escalated end-user issues.
• Resolve end-user issues with network, VPN, Wi‑Fi and LAN access.
• Experience with Microsoft Office 2016/2019/2021 or O365.
• Familiar with ServiceNow and JIRA for tracking of issues and projects.
• Knowledge of MacOS, Windows OS and MS Office products.

Responsibilities

• Provide hands-on and on-site support for escalated end-user issues.
• Triages and resolves escalated requests and supports users in person at the tech bar.
• Participate in IT projects with other teams to improve services.
• Troubleshoot and diagnose end-user network, VPN and LAN problems.
• Coordinate SOHO kit configuration and new starter onboarding.
• Maintain documentation for self-service end-user resources.

Skills

End user support

ServiceNow

JIRA

Windows OS

MacOS

Office 365

IP addressing

WAN/LAN troubleshooting

On-call support

Communication skills

Tools

ServiceNow

JIRA

Cisco WebEx

Intune

Job description

Looking for a role that will to build upon your IT support experience or to take the next step from a Service Desk or Junior IT Support position into a hands‑on Deskside Support role?

The Deskside Operations Analyst is responsible for specialised information technology areas performing operational, analytical, and/or technical support functions to maintain and improve the end users experience.

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem‑solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Join us and play your part in something special!

The opportunity:

The Deskside Support Analyst is responsible for providing priority support for escalated end user issues as part of a team of Deskside Analysts. Your role will be to help onsite but also support the wider offices with deskside needs. Your main focus will be on triage of escalated support requests and supporting users in person at the tech bar. This role plays a key role in improving end user productivity.

What you’ll be doing:

• Providing Hands and Eyes Support (assistance to network, voice, collaboration teams as required).
• Provide priority support for user issues that have been raised.
• 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 issue.
• 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 developing documentation for self‑service end‑user support resources and for team members as an internal information repository and protocol 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

Our must-haves:

• Proven experience delivering assistance to end users in a larger organization.
• Experience troubleshooting and resolving WAN/LAN print related issues.
• Experience in supporting Microsoft Managed Desktop - Laptops
• Experience with Service NOW and JIRA for tracking of issues and projects
• Experience in Microsoft Office (2016, 2019, 2021, or O365)
• Experience with Cisco WebEx technology and experience in AV conference rooms technology.
• Proven understanding of MacOS, Windows OS and MS Office products.
• Strong oral and written communication skills.
• Superb communication and customer service skills
• Understanding of desktop virtualization technologies and tools, this will be helpful, although not a necessity.
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune.
• Up to 20% travel required.

Who we are:

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you?

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [e-mail] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.