Desktop Support Analyst – 2nd Line – 13 month FTC – Central London, ASHDOWN GROUP

Guardian Jobs; London; On-site; GBP 45,000 - 52,000; Full time

Job summary

An established industry player in financial services is seeking a skilled Desktop Support Analyst for a 13-month fixed-term contract. This role involves providing exceptional 1st and 2nd line support across various applications and devices, ensuring seamless productivity in both local and global offices. The ideal candidate will have extensive experience in troubleshooting hardware and software issues, as well as a strong understanding of ITIL frameworks. Join a dynamic team where your contributions will enhance user satisfaction and operational efficiency.

Qualifications

• 5+ years in 2nd Line IT Support with strong troubleshooting skills.
• Experience in ITIL environments and delivering solutions within SLAs.

Responsibilities

• Provide 1st and 2nd line support for applications and endpoints.
• Manage incidents and service requests effectively.

Skills

Troubleshooting

Windows 10 and 11 Support

Microsoft 365 Suite

ITIL Framework

User and Group Management

Tools

Microsoft Intune

Citrix Director

Microsoft Entra

Job description

Desktop Support Analyst – 2nd Line – 13 month FTC – Central London, ASHDOWN GROUP

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Role Overview

A highly successful, global financial services business based in the City of London is seeking an experienced 2nd Line IT Engineer for a 13-month fixed-term contract. You will provide 1st and 2nd line support for applications and endpoints, ensuring productivity across UK and international offices with excellent technical assistance.

Key Responsibilities

1. Triage and respond to incidents and service requests remotely and in person across global offices.
2. Assist and mentor team members to deliver quality solutions for end-users.
3. Record and manage incidents and service requests, ensuring effective solutions within service levels.
4. Manage and maintain all end-user devices deployed at home or in the office.
5. Onboard new joiners and offboard leavers, both locally and globally.
6. Ensure devices are up-to-date with security patches and secured using Microsoft Intune, Defender, and Qualys patch management.
7. Assist with hardware procurement and asset management.

Candidate Requirements

• Minimum 5 years of hands-on experience in a 2nd Line IT Support role, with strong troubleshooting skills across hardware, software, and networking.
• Experience working in an ITIL environment, delivering solutions within SLA frameworks.
• In-depth knowledge of:
• Desktop, Laptop, VDI, Printer installation, imaging, configuration, supporting Windows 10 and 11.
• Microsoft 365 suite, including Word, Excel, PowerPoint, OneDrive, Teams.
• Microsoft Teams Phones systems, including desk handsets, mobiles, softphones.
• User and group management through Microsoft Entra.
• Managing Windows and iOS endpoints via Microsoft Intune, including app deployment.
• Monitoring users and servers using Citrix Director and Management Studio.

Personal Attributes

Personable, professional, and enthusiastic about teamwork. Skilled at building relationships, delivering exceptional support, and prioritizing end-user satisfaction.

Salary and Benefits

Up to £45,000 plus benefits.