Desktop Support Analyst – Stevenage

Free-Work; United Kingdom; Remote; GBP 32,000 - 35,000; Full time

Job summary

Free-Work in Stevenage is seeking a Deskptop Support Analyst to oversee IT setup security, liaise with collaborators, and assist with system implementations, ensuring licensed software and SLAs across all assets. You will handle hardware issues, desktop/laptop support, and VoIP/mobile devices while coordinating service requests and upgrades.

The role requires experience in Windows, Office 365, networking, and a proactive problem-solving approach within a fast-paced environment.

Qualifications

• Bachelor’s or master’s degree in computer science, information systems, business administration or related field; or equivalent work experience.

Responsibilities

• Assisting with overseeing the security aspects of the company / project IT set-up including websites that may be hosted internally or externally.
• Liaison with potential and confirmed collaborators and their IT support partners / staff in coming into and operating within the Manufacturing centre.
• Proactive assistance with the systems implementations projects to assist with a smooth implementation and roll out.
• Ensuring that all IT assets are properly controlled and software is correctly licensed and that acceptable service levels are maintained across all systems.
• Dealing with hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
• Providing Desktop/Laptop support including the following technologies: Microsoft Office 365 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 7, desktops, laptops, printers, networked copiers and others as assigned.
• Providing investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, escalating in accordance with Help Desk escalation processes.
• Managing service requests, software installations, new computer setups, upgrades, etc.
• Providing enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support of VoIP telephony and Android mobile phones.
• Working with TCP/IP and resolving general networking issues.

Skills

Windows expertise

Office 365

VoIP knowledge

Networking (TCP/IP)

Customer support

Multitasking

Team collaboration

Education

Bachelor’s or Master’s in CS / Information Systems / Business Admin

Tools

MS Office

ITIL concepts

Printer/Mobile device support

Job description

Deskptop Support Analyst

Key Accountabilities

• Assisting with overseeing the security aspects of the company / project IT set-up including websites that may be hosted internally or externally.
• Liaison with potential and confirmed collaborators and their IT support partners / staff in coming into and operating within the Manufacturing centre.
• Proactive assistance with the systems implementations projects to assist with a smooth implementation and roll out.
• Ensuring that all IT assets are properly controlled and software is correctly licensed and that acceptable service levels are maintained across all systems.
• Dealing with hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
• Providing Desktop/Laptop support including the following technologies: Microsoft Office 365 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 7, desktops, laptops, printers, networked copiers and others as assigned.
• Providing investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, escalating in accordance with Help Desk escalation processes.
• Managing service requests, software installations, new computer setups, upgrades, etc.
• Providing enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support of VoIP telephony and Android mobile phones.
• Working with TCP/IP and resolving general networking issues.

Experience

• Extensive IT/Commercial experience gained within a fast‑paced environment?
• Experience of GAMP 5 and working within a GxP environment in providing superior customer service and support.
• Experience of working within a technical support position, covering Windows, Microsoft Office, Internet Explorer and various business applications within a fast‑paced business environment.
• Proven experience of 1st/2nd and 3rd line infrastructure support.
• Knowledge of multiple desktop programs, configuration and debugging techniques, VoIP telephony systems, Mobile phone support, network technologies.
• Project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross‑functional environment.

Knowledge / Skills / Competencies

• Highly motivated, pragmatic and practical with a strong work ethic and eye for detail with good problem resolution, judgement and decision making skills.
• Able to evaluate complex situations and find solutions for them in a professional manner.
• Ability to manage multiple and varied tasks and prioritize workload with attention to detail.
• Strong interpersonal and organizational skills, with the ability to successfully work both independently and effectively within a team.
• Excellent oral and written communication skills, including the ability to explain technology solutions to non‑technology internal client base.
• A good team player, with strong organisational skills.

Bachelor’s or master’s degree in computer science, information systems, business administration or related field; or equivalent work experience.

The position is based in Stevenage.

Salary will be £32K - £35K.