Desktop Support Analyst / 2nd Line Support Analyst

JR United Kingdom; Nechells; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading law firm in Birmingham is seeking a Desktop Support Analyst / 2nd Line Support Analyst to join their team on a permanent basis. The role involves resolving IT incidents, maintaining devices, and using service management tools to ensure service level agreements are met. Ideal candidates will have strong technical support skills and experience with various hardware and software systems.

Qualifications

• Experience with IT support in a corporate environment.
• Knowledge of hardware and software troubleshooting for various devices.
• Ability to work in a team and participate in daily stand-up meetings.

Responsibilities

• Resolve end-user incidents and fulfill service requests for IT devices.
• Liaise with internal teams and escalate major incidents as needed.
• Participate in daily stand-up meetings to discuss ongoing issues.

Skills

Technical troubleshooting

End point device hardware knowledge

Operating System exposure

Software installation and remediation

Tools

ITSM Remedy

Microsoft SCCM

Mobile Iron Mobile Platform

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.
• Utilising the Service Management tool-set (ITSM Remedy), provides accurate and timely updates to agreed standards for all allocated Incidents and Service Requests.
• Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects.
• Where technical responsibilities dictate, liaise with other internal support teams, internal senior management, and suppliers in the day-to-day management of Incidents and Service Requests. And where appropriate, initiates the escalation process for Major Incidents.
• Identifies key issues and risks, escalating promptly to line management team.
• Attends and actively participates in all daily stand-up and team meetings.

Key Technologies:

• End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, telephony, and WiFi)
• Accessing and configuring Firmware/BIOS to set standards
• Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
• End point software suites - install/update/remediate (Microsoft Office - all supported versions)
• Mobile Iron Mobile Platform
• End point Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee PGP, BitLocker)