Deskside Support Analyst: Elevate End-User Experience

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

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.