Desktop Support Analyst (TVL)

Capita Business Services; Darwen; On-site; GBP 28,000 - 38,000; Full time

Job summary

Capita is seeking an onsite Desktop Support Analyst in Darwen to deliver hands-on 2nd line IT support for desktops, laptops, tablets and mobiles. You will troubleshoot issues, provision new equipment, and support devices across networks, printers and telephony with remote assistance for off-site colleagues.

You will work with technical teams and third-party partners to resolve incidents efficiently and in line with SLAs, with occasional out-of-hours overtime and a 7.5-hour day.

Qualifications

• Proven experience delivering 2nd line onsite desktop support.
• Experience with Windows 10 and Windows 11 environments.
• Experience with Microsoft 365 / Office 365.
• Experience with Active Directory administration (users and computers).
• Experience with Microsoft Intune and device management.
• Experience with Azure AD / Entra ID.
• Experience with Intune Autopilot and deploying Intune-managed devices.
• Good understanding of network support and wireless tech.
• Ability to diagnose hardware issues and coordinate repairs.
• Willingness to provide occasional out-of-hours support.

Responsibilities

• Investigate and resolve 2nd line incidents for laptops, desktops and mobiles.
• Collaborate with users, technical teams and vendors to resolve issues per SLAs.
• Provide onsite and remote technical support to colleagues.
• Provision new desktops, laptops and tablets with correct build and asset tag.
• Support deployment of Intune-managed devices and Autopilot.
• Handle network, printer, mobile device and telephony incidents.
• Maintain accurate asset information in CMDB.
• Liaise with hardware/software suppliers for repairs.
• Maintain and update technical support documentation.
• Support occasional office moves outside normal hours.

Skills

2nd line support

Windows 10/11

Microsoft 365

Active Directory

Intune

Azure AD / Entra ID

Intune Autopilot

Network support

Hardware troubleshooting

Overtime willingness

Asset management

Tools

Intune

Azure Active Directory

Entra ID

Intune Autopilot

Microsoft 365

Job description

Desktop Support Analyst

Darwen | onsite

Help strengthen our team as an onsite Desktop Support Analyst, providing hands‑on 2nd line IT support from our Darwen office.

This is a great opportunity to support desktops, laptops, tablets and mobile devices, troubleshoot technical issues and provision new equipment. You will also provide hands‑on support for incidents involving networks, printers, mobile devices and telephony, as well as remote assistance to colleagues working away from the office.

Working closely with other technical teams and third‑party suppliers, you will help resolve incidents effectively and within agreed service levels.

Working pattern

This is a permanently onsite role, working 7.5 hours per day. Start times are staggered across the team, typically at 8:00am, 8:30am or 9:00am.

Occasional evening or weekend overtime may be required, typically around six times per year, and is shared across the team.

Indicative overtime rates: time and a half after 5:30pm and on Saturdays; double time on Sundays. Rates are subject to confirmation.

At Capita, we live by our values: Customer First, Always; Fearless Innovation; Achieve Together; Everyone is Valued.

Job title

Desktop Support Analyst (TVL)

Job Description

What You'll Be Doing

• Investigating and resolving 2nd line incidents and problems relating to laptops, desktops and mobile devices.
• Working with end users, technical teams and third‑party vendors to resolve issues in line with business priorities and agreed SLAs.
• Providing onsite and remote technical support to colleagues.
• Provisioning new desktops, laptops and tablets, ensuring devices have the correct build, profile and asset tag.
• Supporting the deployment of Microsoft Intune‑managed devices, including Intune Autopilot.
• Providing hands‑on support for network, wireless, printer, mobile device and telephony incidents.
• Maintaining accurate asset information within the shared CMDB following equipment changes.
• Managing IT equipment and spares, including desktops, laptops and mobile devices.
• Liaising with hardware and software suppliers regarding repairs and technical issues.
• Maintaining clear and up‑to‑date technical support documentation.
• Providing technical input into internal projects and service teams.
• Supporting occasional office moves outside normal working hours.
• Safely lifting and moving IT equipment as part of device deployment and office support activities.

Essential Skills and Experience

What we're looking for

• Proven experience providing 2nd line onsite desktop support.
• Experience supporting Windows 10 and Windows 11 environments.
• Experience supporting Microsoft 365 / Office 365.
• Experience with Active Directory administration, including users and computers.
• Experience with Microsoft Intune, including device, user and group management.
• Experience with Microsoft Entra ID / Azure Active Directory.
• Experience with Intune Autopilot and the deployment of Intune‑managed devices.
• A good understanding of network support, including wireless technologies.
• Experience diagnosing hardware issues and coordinating in‑warranty and out‑of‑warranty laptop and desktop repairs with manufacturers.
• Willingness to provide occasional out‑of‑hours support and overtime when required.
• Ability to safely lift and move IT equipment as required by the role.

You'll also bring

• Strong problem‑solving skills and a practical approach to resolving technical issues.
• Clear communication skills, with the ability to explain technical issues to different audiences.
• A collaborative approach and the ability to work effectively with colleagues, technical teams and third‑party suppliers.
• The ability to work independently and use your initiative when managing onsite issues.
• Good organisation and prioritisation skills, particularly when managing multiple incidents and SLA requirements.
• Adaptability and a willingness to learn new technologies and ways of working.
• A customer‑focused approach, with a commitment to delivering a positive end‑user experience.

Desirable Skills and Certifications

• Microsoft 365 Certified: Endpoint Administrator Associate, or a relevant Microsoft endpoint certification.
• ITIL Foundation certification.
• Additional experience with Microsoft Entra ID / Azure Active Directory.
• Experience with Microsoft Multi‑Factor Authentication (MFA).
• Broader experience administering Microsoft Intune and Microsoft 365 environments.

How this aligns to our Values

• Customer first, always: You'll put the end‑user experience at the heart of your support, providing responsive and reliable solutions.
• Fearless innovation: You'll be curious about technology and look for better, smarter ways to resolve issues and improve support.
• Achieve together: You'll work collaboratively with colleagues, technical teams and third‑party partners to deliver the best outcomes.
• Everyone is v