Onsite IT Support Pro: End-User Experience

Markel International; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Annual bonus

Strong benefits package

Pension scheme

Private medical insurance

Job summary

Markel Group in London is seeking a Deskside Support Analyst to provide priority on-site end-user assistance, triage escalated requests, and support offices with deskside needs. You will work in a team, participate in on-call rotations, and help maintain productivity by resolving VPN, network, and device issues using ServiceNow and ITIL practices.

Ideal candidates have solid experience supporting end users in large organizations, familiarity with Windows/Mac, O365, and Cisco WebEx, and strong

Qualifications

• Solid experience providing end-user support in a large organization.
• Experience troubleshooting WAN/LAN print issues.
• Experience supporting Microsoft Managed Desktop (Laptops).
• Experience with ServiceNow and JIRA for tracking issues and projects.
• Experience with Microsoft Office 2016/2019/2021 or O365.
• Experience with Cisco WebEx and AV conference room tech.
• Strong knowledge of MacOS, Windows OS and MS Office.
• Excellent verbal and written communication skills.
• Awareness of desktop virtualization technologies is a plus.
• Experience with TCP/IP and IP addressing; familiarity with Intune.

Responsibilities

• Provide Hands and Eyes Support to end users and related teams.
• Deliver priority support for escalated user issues.
• Participate in projects within the IT team and across other IT groups.
• Troubleshoot and resolve end-user issues and perform root cause analysis.
• Participate in on-call rotation to maintain robust service.
• Complete Install, Move, Add, Change activities via ServiceNow requests.
• Diagnose and resolve VPN, WAN, LAN access problems and escalate as needed.
• Coordinate SOHO kit configuration/shipment for staff.
• Apply ITIL principles in daily practice.
• Support conference room equipment and office hardware.
• Create and maintain self-service knowledge articles and team knowledge base.
• Champion user experience and act as an ambassador for the environment.
• Liaise with vendors regarding incidents and service requests.
• Utilize ServiceNow for triage of end-user tickets.

Skills

End-user support

WAN/LAN troubleshooting

MDL laptops support

ServiceNow

JIRA

Microsoft 365 / O365

MacOS / Windows OS

Communication skills

On-call experience

IP/TCP concepts

Tools

ServiceNow

JIRA

Cisco WebEx

Intune / EMS / M365 endpoint management

Job description

Markel Group in London is seeking a Deskside Support Analyst to provide priority on-site end-user assistance, triage escalated requests, and support offices with deskside needs. You will work in a team, participate in on-call rotations, and help maintain productivity by resolving VPN, network, and device issues using ServiceNow and ITIL practices.

Ideal candidates have solid experience supporting end users in large organizations, familiarity with Windows/Mac, O365, and Cisco WebEx, and strong