User Experience à Grande-Bretagne

Desktop Support Analyst – 2^nd Line – 13 month FTC – Central London

A highly successful, global financial services business based in the City of London are looking for an experienced 2nd Line IT Engineer to join them on a 13-month fixed-term contract. You’ll provide 1st and 2nd line support for applications and endpoints, ensuring users across the UK and international offices remain productive with excellent technical assistance.

As the Desktop Support Engineer, you will be part of a well-established team sitting within the wider IT department. Reporting directly to the Service Desk Manager, you’ll collaborate closely with your colleagues to keep support services seamless and support departmental objectives.

Key responsibilities of this IT Support Engineer role will include:

1. Triage and respond to incidents and service requests remotely and in person across global offices.
2. Assist and mentor members of the team to provide quality solutions for end-users.
3. Record and manage incidents and service requests, delivering effective solutions within service levels.
4. Working as part of a team to manage and maintain all end-user devices deployed at home or in an office.
5. Onboarding of local and global joiners, movers and offboarding leavers.
6. Ensure that end-users devices are up to date with security patches and secured using Microsoft Intune, Defender Qualys patch management solutions.
7. Assist with hardware and asset procurement.

The ideal candidate will have the following relevant experience:

1. 5 years of relevant experience in a hands-on 2nd line IT Support role, demonstrating strong technical troubleshooting skills across a broad range of hardware, software and networking issues.
2. Experience of working in an ITIL environment delivering quality solutions within agreed service and operations level agreements.
3. In-depth knowledge of the following technologies is essential:

1. Desktop, Laptop, VDI, and Printer installation, imaging, configuration, and support, including Windows 10 and 11 operating systems on desktops and laptops.
2. Using and supporting Microsoft 365 products, including Word, Excel, PowerPoint, OneDrive and Teams.
3. Using and supporting Microsoft Teams Phones systems with Desk handsets, Mobiles and softphones.
4. Managing users and groups through Microsoft Entra.
5. Enrolling and managing Windows and IOS endpoints through Microsoft Intune, including the packaging and deployment of apps.
6. Managing and monitoring users and servers using Citrix Director and Management Studio.

You will be a personable, professional team player that is enthusiastic about collaborating with the team, readily contributing to initiatives and supporting colleagues. You should be approachable and skilled at building strong relationships with diverse staff to quickly establish credibility and enhance the user experience as well as being committed to delivering exceptional support and prioritising end-user satisfaction.

The salary on offer for this role is up to £45,000 plus benefits.