Desktop Support Technician

JLA Resourcing Ltd; Basingstoke; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

JLA Resourcing Ltd in Basingstoke is seeking a Desktop Support Analyst / 2nd Line Service Desk Analyst. The role is hybrid with three days in the office and two from home, supporting around 200 users and delivering a high quality, first-time fix.

You'll use Windows 11 and Office 365, with exposure to Intune, Autopilot and SCCM, plus Azure AD. You will handle device builds, basic networking, and ticketing in Jira or ServiceNow while contributing to service improvements and small projects.

Qualifications

• Experience in 1st/2nd line service desk roles.
• Understanding of Windows 11 and Office 365.
• Exposure to device build/configuration and management tools.
• Experience with Azure AD and identity management.

Responsibilities

• Provide reactive and proactive desktop support for ~200 users.
• Aim for high first-time fix rate and professional, customer-facing service.
• Participate in hybrid IT delivery across multi-cloud infrastructure.
• Contribute to service improvements and small projects.

Skills

Windows 11

Office 365

Intune/Autopilot/SCCM

Azure Active Directory

Mobile devices

Basic networking

Patch management

Jira/ServiceNow

Tools

Jira

ServiceNow

Automox

WSUS

Job description

We're looking for a Desktop Support Analyst / 2nd Line Service Desk Analyst with good 1st / 2nd Line Support skills to join a fast growing business in central Basingstoke. It's a hybrid role with 3 days in the office and 2 from home and you'll be providing support to approximately 200 users (but growing rapidly). It's a highly customer facing role that involves engaging with staff at all levels up to the C Suite so you'll need to be a confident, professional and friendly communicator who can take ownership of problems and provide a high quality support service.

The team pride themselves on providing a high rate of first-time fix and you'll have the opportunity to upskill and develop your career with them. IT is delivery through a hybrid (multi-cloud) infrastructure and you'll be providing reactive support for issues as well as proactively looking at service improvements and getting the opportunity to work on a number of projects. Within the team there are several examples of where people have progressed through to Security, Platform Engineering, Networking and Team Management.

The Person:

You'll be an experienced Service Desk Analyst / Desktop Support Analyst progressing through from a 1st Line / Service Desk role and wanting to challenge yourself and improve technically. You'll have a range of skills including some (but likely not all) of the following:

• Understanding of the Windows 11 Operating System and Office365
• Knowledge of device build, configuration and management and exposure to Intune, Autopilot and SCCM
• Experience in Identity Management within Azure / Azure Active Directory
• Experience of supporting and troubleshooting Mobile Devices
• Basic Networking knowledge - TCP/I, DNS, LAN / WAN, Routers, Switches
• Patching Solutions - Automox / WSUS
• Helpdesk packages such as Jira / ServiceNow

As above, the role does require travel to the Basingstoke site 3 days per week and the salary on offer is circa £31k basic + £5k on call + bonus of 10%.