Desktop Support Analyst / 2nd Line Support Analyst - #1750538

Desktop Support Analyst / 2nd Line Support Analyst

I have an exciting new opportunity that has become available for a Desktop Support Analyst / 2nd Line Support Analyst to work for a market leading Law Firm in Birmingham on a permanent basis.

• Technically resolves end users Incidents and fulfils Service Requests, across all supported IT


• devices in accordance with agreed service levels.


• Utilising the Service Management tool-set (ITSM Remedy), provides accurate and timely


• updates to agreed standards for all allocated Incidents and Service Requests.


• Undertakes all relevant technical support and maintenance tasks/activities as required by


• Change Management, Incident Management, Problem Management, Service Request


• Management, and IT projects.


• Where technical responsibilities dictate, liaise with other internal support teams, internal


• senior management and suppliers in the day to day management of Incidents and Service


• Requests. And where appropriate initiates the escalation process for Major Incidents.


• Identifies key issues and risks, escalating promptly to line management team.


• Attends and actively participates in all daily stand up and team meetings.

Key Technologies:

• End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office


• telephony and WiFi


• Accessing and configuring Firmware/BIOS to set standards


• Operating System exposure - install/update/remediate (Microsoft Windows - all support


• versions)


• End point software suites - install/update/remediate (Microsoft Office - all supported


• versions)


• Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push)


• Mobile Iron Mobile Platform


• End point Enterprise management systems - device updates/software install (Microsoft


• SCCM, McAfee PGP, Bit locker)


• End point Enterprise deployment technologies - device pre-boot configuration, booting


• devices running device build sequences (Microsoft SCCM, Microsoft MDT)

Desktop Support Analyst / 2nd Line Support Analyst