Desktop Support Analyst (TVL)

Capita; Darwen; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Office based Darwen

Competitive salary

23 days’ holiday, pro rata

Paid volunteering day

Pension, life assurance and more

Job summary

Capita in Darwen is recruiting an onsite Desktop Support Analyst to provide hands‑on 2nd line IT support for desktops, laptops, tablets and mobile devices from our Darwen office. You will troubleshoot issues, provision new equipment, support Intune managed devices, AD/Entra ID, and collaborate with teams to meet SLAs.

This permanent role follows a 7.5‑hour day pattern with occasional after‑hours work and the ability to support end users and office moves as needed.

Qualifications

• 2nd line onsite desktop support experience.
• Windows 10/11 and Microsoft 365 proficiency.
• Experience with Entra ID/Azure AD and Intune.
• Strong understanding of AD administration and device management.

Responsibilities

• 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 SLAs.
• Providing onsite and remote technical support to colleagues.
• Provisioning new desktops, laptops and tablets with correct build, profile and asset tag.
• Supporting deployment of Intune‑managed devices including Autopilot.
• Providing hands‑on support for network, wireless, printer, mobile and telephony incidents.

Skills

2nd line support

Windows 10/11

Microsoft 365/Office 365

Intune Autopilot

Intune management

Azure Active Directory

AD administration

Network basics

Clear communication

Tools

Microsoft Intune

CMDB tooling

Remote support tools

Device provisioning tooling

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. These guide how we work, collaborate, and deliver exceptional results.

Job title: Desktop Support Analyst (TVL)

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

• 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 valued: You’ll treat colleagues with respect and make sure everyone receives helpful, inclusive and professional support.

Join Capita – Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting‑edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward‑thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.

Check out our website www.capita.com

What’s in it for you?

• Office based Darwen
• Competitive salary
• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more
• Customer first, always
• Fearless innovation
• Achieve together
• Everyone is valued

What we hope you’ll do next:

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.

If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] and we’ll get back to you.

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

AI & Fair Recruitment at Capita

At Capita, we use technology, including AI‑enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process

To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI‑assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, we’re happy to support you.

Location: Darwen , United Kingdom. Time Type: Full time. Contract Type: Permanent. Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.