Deskside Support Analyst

Avencia Talent Solutions; Manchester; On-site; GBP 38,000 - 50,000; Full time

Benefits offered by this job

Annual bonus

25 days annual leave

Bank Holidays

Pension scheme

Private medical and dental

Life assurance

Travel insurance

Income protection

Season ticket loan

Training and development

Career progression

Job summary

Avencia Talent Solutions is seeking an experienced Deskside Support Analyst to join a busy IT support function in a large international organisation. The role is hands-on, providing high-quality end-user support onsite and across the business, resolving escalations, and ensuring employees have the technology they need to work effectively.

You will work with IT teams, vendors and stakeholders to maintain an excellent end-user experience, participate in on-call rotas and contribute to

Qualifications

• Proven deskside or end-user support experience in a large organisation.
• Experience with Windows and macOS operating systems.
• Hands-on experience with Microsoft 365 and Intune/endpoint management.
• Familiarity with IT service management platforms such as ServiceNow.
• Strong communication and customer service skills.

Responsibilities

• Provide priority and escalated deskside support for end-user issues.
• Support wider IT teams and vendors with hands-and-eyes assistance.
• Troubleshoot Windows, macOS, laptops, peripherals, printers, VPN, Wi‑Fi, LAN and network access.
• Provide onsite support through the Tech Bar and handle incidents.
• Configure, move, add and change IT equipment via ServiceNow.
• Support conference room and AV technology and related collaboration tools.
• Coordinate home-working/SOHO equipment for new staff and travellers.
• Collaborate with vendors and participate in IT projects and initiatives.
• Maintain documentation and create knowledge articles.

Skills

Deskside support

Windows

macOS

Microsoft 365

Intune

ServiceNow

JIRA

TCP/IP & VPN

Cisco Webex

Hardware support

ITIL basics

Tools

ServiceNow

JIRA

Job description

Salary: Competitive, dependent on experience

Job Type: Permanent

Working Pattern: 5 days in the office

About the Role

We are looking for an experienced Deskside Support Analyst to join a busy IT support function within a large, international organisation.

This is a hands-on role providing high-quality technical support to end users both onsite and across the wider business. You will be responsible for resolving escalated support issues, supporting users at the onsite Tech Bar, and helping ensure employees have the technology they need to work effectively.

You will work closely with other IT teams, vendors and business stakeholders, playing an important role in maintaining an excellent end-user experience.

Key Responsibilities

• Provide priority and escalated deskside support for end-user technical issues.
• Provide hands-and-eyes support to wider IT teams, including network, voice and collaboration teams.
• Troubleshoot and resolve issues relating to Windows, macOS, laptops, peripherals, printers, VPN, Wi-Fi, LAN and network access.
• Provide onsite support through the Tech Bar, assisting users with technical queries and incidents.
• Install, move, add and change IT equipment and services through ServiceNow.
• Support laptops, thin clients, desktop hardware, peripherals, printers and other office technology.
• Provide support and maintenance for conference room and AV technology, including collaboration solutions.
• Coordinate configuration and shipment of home-working/SOHO equipment for new and existing employees.
• Work with vendors to resolve incidents and service requests.
• Participate in IT projects and initiatives alongside other technology teams.
• Contribute to troubleshooting, root-cause analysis and effective escalation of technical issues.Maintain accurate records and utilise service management platforms to manage incidents and requests.
• Create and maintain technical documentation, knowledge articles and best-practice guidance.
• Participate in an on-call rota as part of the wider support team.
• Act as an ambassador for the IT function, helping users get the most from the organisation's technology environment.

About You

You will have previous experience working in a deskside, desktop or end-user support role, ideally within a medium-to-large or international organisation.

We are particularly interested in candidates with experience in:

• End-user/desktop support within a large organisation.
• Windows and macOS operating systems.
• Microsoft Office and Microsoft 365.
• Microsoft Intune and endpoint management.
• Service management platforms such as ServiceNow.
• Ticketing/project tools such as JIRA.
• Troubleshooting TCP/IP, IP addressing, LAN, WAN, Wi-Fi and VPN issues.
• Supporting printers and other network-connected devices.
• Cisco Webex and conference room/AV technology.
• Hardware installation, maintenance, troubleshooting and repair.
• Desktop virtualisation technologies would be advantageous.
• ITIL principles and service management best practice.

You will also need excellent communication and customer service skills, with the ability to explain technical issues clearly to users with varying levels of technical knowledge.

A proactive, solutions-focused approach and the ability to work effectively both independently and as part of a wider IT team are essential.

Please note: The role may involve up to 20% travel to other business locations.

What's on Offer?

• Annual bonus opportunity.
• 25 days' annual leave plus Bank Holidays.
• Option to buy or sell additional annual leave.
• Strong company pension scheme.
• Private medical and dental cover.
• Life assurance.
• Travel insurance.
• Income protection.
• Season ticket loan.
• Ongoing training and professional development opportunities.
• Excellent opportunities to develop your technical skills and progress your IT career.