Desktop Support Analyst (TVL)

Capita plc; Darwen; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Onsite Darwen role

23–27 days holiday (pro rata)

Volunteer day allowance

Family leave policies

Job summary

Capita is seeking an onsite Desktop Support Analyst for our Darwen office to provide hands-on 2nd line IT support. You’ll cover desktops, laptops, tablets and mobile devices, troubleshoot issues, and provision equipment with Intune-managed deployments while supporting networks, printers and telephony.

This permanent onsite role runs 7.5 hours daily with staggered start times (8:00–9:00). Occasional overtime is possible a few times yearly.

Qualifications

• Experience supporting Windows 10 and Windows 11 environments.
• Experience with Microsoft 365/Office 365.
• Experience with Active Directory administration (users/computers).
• Experience with Microsoft Intune and Autopilot deployment.
• Experience with Microsoft Entra ID / Azure AD.
• Experience with Intune Autopilot device provisioning.
• Good understanding of network support, including wireless tech.

Responsibilities

• Resolve 2nd line incidents for laptops, desktops and mobile devices.
• Coordinate with end users, technical teams and vendors to meet SLAs.
• Provide onsite and remote support to colleagues.
• Provision new desktops, laptops and tablets with correct build and asset tags.
• Deploy Intune-managed devices and Autopilot workflows.
• Handle network, printer, mobile device and telephony incidents.
• Maintain accurate asset information in CMDB after changes.
• Liaise with suppliers for repairs and issues.
• Create/update technical support documentation.
• Contribute to internal projects and service teams.

Skills

Windows 10/11 support

Microsoft 365/Office 365

Active Directory

Microsoft Intune

Intune Autopilot

Entra ID / Azure AD

Network basics

Hardware troubleshooting

Customer-focused support

OT overtime availability

Job description

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.

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

• 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.

What's in it for you?

• Office based Darwen
• 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
• Family leave policies - including 15 weeks' fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

Check out our website

www.capita.com

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, please let us know and we'll be happy to support you.

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.