Deskside Support Analyst - Hybrid IT & End-User Experience

Markel Corporation; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Company pension

Private medical

Travel insurance

Job summary

Markel Group is seeking a hands-on Deskside Operations Analyst to provide on-site and deskside IT support across our offices. You will triage escalated requests, support end users in person at the tech bar, and contribute to IT projects to improve productivity.

You’ll work in a hybrid setup, engaging with multiple IT teams and vendors, with on-call rotation and strong emphasis on customer service and operational excellence.

Qualifications

• Experience delivering end-user assistance 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 MS Office (2016/2019/2021 or O365)
• Experience with Cisco WebEx and AV conference rooms technology
• Understanding of MacOS, Windows OS and MS Office products
• Strong oral and written communication skills
• Understanding of desktop virtualization technologies and tools
• Experience with TCP/IP and IP addressing
• Experience with O365/M365 endpoint management and Intune
• Travel up to 20%

Responsibilities

• Provide hands-on support at deskside and assist end users in person at the tech bar.
• Triaging escalated support requests and prioritizing issues.
• Participate in IT projects within the team and across IT.
• Liaise with end users and troubleshoot root causes for timely resolution.
• On-call rotation to ensure robust service.
• Process Install/Move/Add/Change via ServiceNow requests.
• Diagnose and resolve network, VPN, Wi-Fi, and LAN access problems.
• Coordinate SOHO kit configuration/shipment for staff.
• Develop documentation for self-service resources.
• Support end-user experience as a technology ambassador.
• Coordinate with vendors on incidents and service requests.
• Utilize ServiceNow for triage of end-user tickets.

Skills

End user support

ServiceNow

JIRA

MacOS

Windows OS

O365

Intune

Cisco WebEx

VPN

On-site support

Tools

ServiceNow

JIRA

Cisco WebEx

Intune

Job description

Markel Group is seeking a hands-on Deskside Operations Analyst to provide on-site and deskside IT support across our offices. You will triage escalated requests, support end users in person at the tech bar, and contribute to IT projects to improve productivity.

You’ll work in a hybrid setup, engaging with multiple IT teams and vendors, with on-call rotation and strong emphasis on customer service and operational excellence.