Information Technology Technician

Sharp Brains Limited; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

A technology solutions company in the United Kingdom is seeking an End User Computing (Desktop Analyst) to manage desktop devices and provide onsite support. The ideal candidate will have 2-4 years of experience in onsite support and knowledge of Windows 7 OS, alongside proficiency with various support tools. Responsibilities include managing hardware and software incidents, maintaining security compliance, and providing VIP support. Familiarity with ITIL processes is preferred.

Qualifications

• 2-4 years of experience in onsite support.
• Experience with ticket-based incident handling.
• Good to have knowledge of AD and MAC devices.

Responsibilities

• Manage hardware, software and connectivity incidents through resolution.
• Provide standard hardware and software support throughout the lifecycle.
• Monitor security profiles and anti-virus software compliance.

Skills

Onsite support experience

Windows 7 OS knowledge

Remote management of Desktop Devices

Service Management tools (e.g., ServiceNow)

MS Office and Outlook expertise

Understanding of Lync and VPN

Job description

Overview

Role: End User Computing (Desktop Analyst) L1-Onsite services

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Experience with Service management tool – ex – ServiceNow.
• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Manage Desktop Devices (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team is available like for MI calls.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management.
• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and

Qualifications

• 2-4 years of experience in Onsite support.
• Knowledge and experience on Windows 7 OS.
• Experience with remote management of Desktop Devices and ticket-based incident handling.
• Experience with Service Management tools (e.g., ServiceNow).
• Good to have – knowledge of AD; MAC device support; EUC and remote support tools; MS Office and Outlook.