About this role

Provide technical telephone, in-person & remote assistance support for end user devices
Ensure Desktop Support Infrastructure is insulated from unauthorised access, virus infection or any security vulnerabilities
Update & maintain the Asset Management & CMDB system to ensure data integrity
Assume ownership of user queries & co-ordinate escalation of calls to second-line & third-line support
Ensure business targets are delivered within agreed SLAs
Collate statistical information for weekly & monthly reports
Maintain Workplace Support documentation & Knowledgebase
Maintain & Support the Mobile Device Management system
Assist with projects as required

2 years + experience in a Technical Service Desk / Desktop Support role
Knowledge in PC hardware support, configuration & troubleshooting
Knowledge in Microsoft System Centre Configuration Manager (SCCM)
Technical qualifications in Microsoft technologies
Self-reliant in managing own work queues & setting priorities in the resolution of problems
Excellent written & verbal communication skills
Customer focus & desire for personal improvement
Experience in Active Directory, MS Exchange, Office 365, Windows 11, Windows Server Administration

Technical - Desktop Support Analyst

Key skills