Desktop Support Analyst / 2nd Line Support Analyst

JR United Kingdom; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits for a Desktop Support Analyst / 2nd Line Support Analyst to join a market-leading firm in Birmingham. This role involves providing technical support for a variety of IT devices, ensuring timely resolution of incidents and service requests. You will collaborate with internal teams and utilize advanced ITSM tools to maintain high service levels. If you are passionate about technology and enjoy problem-solving in a dynamic environment, this position offers a chance to make a significant impact while advancing your career in a supportive and innovative setting.

Qualifications

• Experience in resolving end user incidents and fulfilling service requests.
• Knowledge of endpoint device hardware and configuration.

Responsibilities

• Resolve incidents and fulfill service requests across IT devices.
• Utilize ITSM tools for updates and manage incidents effectively.

Skills

Technical Support

Incident Management

Service Request Management

Problem Management

Communication Skills

Tools

ITSM Remedy

Microsoft SCCM

McAfee PGP

BitLocker

Mobile Iron Mobile Platform

Job description

Social network you want to login/join with:

Desktop Support Analyst / 2nd Line Support Analyst, Birmingham

Client:

DGH Recruitment

Location:

Birmingham, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Desktop Support Analyst / 2nd Line Support Analyst

I have an exciting new opportunity that has become available for a Desktop Support Analyst / 2nd Line Support Analyst to work for a market-leading Law Firm in Birmingham on a permanent basis.

• Technically resolves end users' Incidents and fulfils Service Requests across all supported IT devices in accordance with agreed service levels.
• Utilises the Service Management tool-set (ITSM Remedy) to provide accurate and timely updates to all allocated Incidents and Service Requests, following the agreed standards.
• Performs relevant technical support and maintenance tasks as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects.
• Coordinates with internal support teams, senior management, and suppliers in managing Incidents and Service Requests, and initiates escalation for Major Incidents when necessary.
• Identifies key issues and risks, escalating promptly to the line management team.
• Participates actively in daily stand-ups and team meetings.

Key Technologies:

• End point device hardware knowledge (HP, Lenovo, Apple laptops, iPhones, iPads, telephony, WiFi)
• Firmware/BIOS configuration to set standards
• Microsoft Windows OS installation, updates, and remediation (all supported versions)
• Microsoft Office suite installation, updates, and remediation (all supported versions)
• Mobile Iron Mobile Platform
• End point Enterprise management systems - device updates/software installation (Microsoft SCCM, McAfee PGP, BitLocker)