IT Desktop Support Analyst

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Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

We’re looking for an IT support analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.

Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!

The Opportunity

At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

Working under the guidance of the local service lead, you will be part of a larger team that provides customer-focused digital services to Arup globally. This is a full-time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.

We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time to be creative.

Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.

Providing value-added services to the business, working together with the leadership team to drive technology and help transform business activities.

Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.

Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.

Managing service tickets, documenting procedures and best practices, adhering to ITIL policies, supporting software asset management, and contributing to a collaborative and inclusive team environment by sharing knowledge and promoting best technology practices.

Helping the software asset management team to maintain applications (license management and version control)

Helping with communications and training around technical change

Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues

Working under minimal direct guidance within a defined area of responsibility

Represent your team or group at external meetings. The role may be involved in developing events, activities and internal projects of some complexity.

Did you know:Our Digital Technology team are proud prior winners of the at the Chartered Institute of IT’s UK IT Industry Awards.

Is this role right for you?

This role is right for you if you have:

Recognised relevant tertiary qualifications in technical certification in Information Technology or similar area.

Significant experience working in a regional or global organisation providing desktop support services in a Microsoft environment.

Proficiency in personal computing (HP, Mac, etc).Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy). Microsoft Windows Operating System, MacOS(limited).Microsoft 365 and associated services (i.e.OneDrive for Business,MS Teams, etc.)Cloud based solutions (Azure, AWS, etc.).Video conferencing hardware/software based on global standards.Office printers and copiers (these vary depending on office or regional policy).

Relevant experience in ServiceNow or similar IT service management systems.Some experience working in a professional services organisation. Strong technical aptitude and a desire to learn, you should have aproven track recordofdeveloping yourtechnical knowledge and applyingnew skills in a high paced environment.Familiarity with technical software solutions from Autodesk, Bentley, Trimble, etc. Familiarity with software solutions from Adobe, Bluebeam, Cisco, Symantec, etc

Technical certification in Information Technology is desirable.

What we offer you

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

• We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
• We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.
• As a member organisation,everyone shares in our success through a global profit share scheme (payments are dependent on the firm’s financial performance).
• We also provide private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.