Deskside Support Technician — End-User IT Expert

markelcorp; Manchester; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Annual bonus

Private medical and dental cover

Life assurance

Travel insurance

Job summary

Markel Group is seeking a Deskside Operations Analyst in Manchester to provide hands-on end-user support, triage escalated issues, and assist with IT-wide desk-side requests. You will help maintain productivity and work with the team to resolve incidents in person at the tech bar.

You will join a global insurer with a strong benefits package and opportunities to grow within an international IT organization. On-site role with occasional travel as needed.

Qualifications

• Proven experience delivering assistance to end users in a large organization.
• Experience troubleshooting and resolving WAN/LAN print related issues.
• Experience in supporting Microsoft Managed Desktop - Laptops
• Experience with ServiceNOW and JIRA for tracking of issues and projects
• Experience in Microsoft Office (2016, 2019, 2021, or O365)
• Experience with Cisco WebEx technology and 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 (helpful)
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune
• Up to 20% travel required.

Responsibilities

• Provide hands-on deskside support to end users onsite.
• Triaging escalated support requests and diagnosing in-person issues.
• Support office hardware including laptops, printers, peripherals.
• Participate in IT projects and coordinate with other IT teams.
• Maintain end-user productivity and resolve incidents via ServiceNow.
• Liaise with vendors for incidents and service requests.
• Contribute to documentation for self-service resources.

Skills

End user support

Communication skills

Troubleshooting

Customer service

ITIL knowledge

Tools

ServiceNow

JIRA

Cisco WebEx

Intune

MS Office

Job description

Markel Group is seeking a Deskside Operations Analyst in Manchester to provide hands-on end-user support, triage escalated issues, and assist with IT-wide desk-side requests. You will help maintain productivity and work with the team to resolve incidents in person at the tech bar.

You will join a global insurer with a strong benefits package and opportunities to grow within an international IT organization. On-site role with occasional travel as needed.