Onsite Technical Analyst, IT Infrastructure Services Part Time 3 days per week

Deloitte LLP; Leeds, Bristol; Hybrid; GBP 20,000 - 28,000; Part time

Job summary

A global consulting firm is seeking a part-time Technical Analyst to deliver high-quality technical support for end users in Leeds or Bristol. The role requires strong technical proficiency with Windows and macOS systems, along with excellent problem-solving and communication skills. Candidates should be adept at utilizing tools like ServiceNow for incident management. Must be available for out-of-hours business support a few days a week. This role offers opportunities for skill development and teamwork in a vibrant environment.

Benefits

Flexible working hours

Professional development opportunities

Supportive team environment

Qualifications

• Proficient with end-user technology including Windows and macOS.
• Demonstrable experience in technical support for all levels.
• High level of proficiency with ITSM tools.

Responsibilities

• Provide technical support for software and hardware issues.
• Manage support queues and prioritize tasks.
• Ensure IT security compliance and maintain asset records.

Skills

Technical support

Verbal communication

Problem-solving

Time management

Education

ITIL Foundation

ServiceNow Practitioner certification

Tools

ServiceNow

Citrix

Microsoft 365

Job description

Deloitte drives progress

Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

Connect to your opportunity

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make everyday. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, andcollaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Key Responsibilities

• You will be here to help and support end users both office based and remotely with their software and hardware needs, providing advice and training to improve efficiency.
• You will work at the Tech Bar or local workstation in Deloitte offices or at external event venues, providing support and assistance to users who have tech related issues.
• Occasionally required to provide out of hours business support with Major incident or business critical support, testing of equipment or infrastructure activities.
• Diagnose and resolve complex technical problems, escalating to higher-tier support or vendors when necessary, and ensuring timely resolution. including proactive advice and training to improve efficiency using the ServiceNow ITSM tool and Incident Management Practices.
• You will be responsible for managing the support queues, prioritizing tasks, and making sure users are kept informed in a timely manner, following the right Incident management procedures.
• Maintaining a high level of customer satisfaction across the business, ensuring a professional, friendly, and approachable manner at all times, even under pressure.
• Solid understanding of Builds, Configuring and administration of IT equipment including but not limited to, Windows PCs, Apple Macintosh, Mobile phones, printer hardware and network or server equipment utilizing remote connectivity tools.
• Ensure our CMDB is accurately updated and reflects the correct statuses for assets within your office location and those assigned to our practitioners.
• Occasionally, you may need to travel to other Deloitte offices in the UK to support events or cover colleagues who are on vacation or sick.
• Conduct regular checks of IT/AV equipment in the offices and occasionally be involved in IT/AV setups and support for events or meetings.
• Responsible for maintaining IT stock levels within your office and regularly refreshing the devices to ensure compliance and arranging disposals or collections for end-of-life devices.
• We encourage you to show initiative by following procedures and working with our systems and processes to get the job done efficiently.The focus will be delivering exceptional on-site support to all members of our firm.
• Collaboration with other IT services departments is essential to maintain a culture of quality and teamwork.
• You will play a crucial role in ensuring that our IT security meets the necessary compliance standards.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common issues and resolutions.
• Act as a subject matter expert and provide guidance, training, and mentorship.
• Assist in implementing and monitoring security measures to protect company data and systems.

Location

Deloitte Leeds or Bristol

Work Pattern

Part Time. Should be available for OOH Business support (Evenings & Weekends)

Working hours

Three days a week - Part time (21 hours per week) 09:00-17:00 or 09:30-17:30.

Connect to your skills and professional experience

The purpose of this role is to provide high quality technical support to business end users either ‘face to face’ from Deloitte offices or hosted events and remotely.

Reporting to the Support Services Supervisor, the Technical Analyst (TA) will be proficient with key end user technologies including Windows PCs, Apple Mac’s and iPhone devices as well as a range of key software applications and end user peripherals. The Technical analysts must use their experience and skills to troubleshoot and resolve user issues and service requests.

Technical Proficiency

Applicants should have a knowledge and understanding of the following key software and hardware:

• Strong proficiency in supporting Microsoft Windows operating systems (Windows 11) and macOS up to 3 generations of OS, JAMF, In‑Tune and iOS devices, Citrix platform, and common collaboration tools such as Teams and Zoom.
• Extensive experience with Microsoft 365 suite (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, Power BI and OneDrive).
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi, basic routing/switching).
• Experience with Active Directory and Azure Active Directory for user and group management.
• Familiarity with virtualisation technologies (e.g. VMware, Hyper‑V).
• Experience with endpoint management tools (e.g. Intune, SCCM).
• Knowledge of IT security best practices and data protection principles.
• Experience with ticketing systems (e.g. ServiceNow).

Demonstrable experience providing face to face and remote technical support to Business End Users of all levels of seniority.

Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users and effectively present information and articulate to business users at all levels.

Ability to work independently and collaboratively within a team environment.

Strong organisational and time management skills, with the ability to prioritise tasks effectively in a fast‑paced environment.

High level of proficiency in using industry leading ITSM and CMDB tools such as ServiceNow to capture and manage all incidents and requests.

Demonstrable experience of working in a small team of skilled technical operatives managing shared work queues and bookable scheduling systems.

Desirable Skills & Certifications

• ITIL Foundation, Service Operations
• ServiceNow Practitioner certification
• Microsoft Operating System certification
• Basic scripting skills (e.g. PowerShell).

Connect to your service line - Enabling Functions

Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you’ll make a far-reaching impact. Come join us.

Connect to your Industry

This is an amazing opportunity to be part of a vibrant work environment and a diverse team spread across the UK. It's an opportunity for you to further develop your skills, knowledge, and career. Every day will bring new challenges that will help you learn and grow. Your role will primarily involve providing 1st and 2nd line support at the respective office, where you can demonstrate your technical expertise. Additionally, you'll be responsible for imaging and configuring Windows and Mac devices to meet specific requirements. One of the appealing aspects of this opportunity is the chance to expand your professional network. You'll engage with stakeholders of all levels, whether it's providing support or working on projects together. The management team is invested in your growth and advancement, and they'll actively support your development if you demonstrate the right values and attitude. It's an exciting prospect for personal and professional development.

Connect with your colleagues

“It’s such an inspiring place to work; everyone you talk to is working on something interesting. There are always so many exciting things to get involved with that it is a challenge to prioritise where to spend your time. Everyone always says, ‘it’s the people,’ and that’s true.”

Connect to your agile working options

Location: Leeds or Bristol

This operational role is based at our Leeds office and requires attendance Three days a week. The central positioning of the Leeds office provides many options for the daily commute.

Connect to your return to work opportunity

Are you looking to return to the workplace after an extended career break?

For this role we can offer coaching and support designed for returners to refresh your knowledge and skills and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective, and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world‑class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose‑driven culture at deloitte.co.uk/careers