Deskside Support Analyst

Deskside Operations Analyst

The Deskside Operations Analyst is responsible for specialized IT areas providing operational, analytical, and technical support to maintain and improve the end‑user experience.

Responsibilities

• Providing hand‑and‑eyes support to network, voice, and collaboration teams as required.
• Providing priority support for escalated user issues.
• Participating in projects within the team and with other IT teams.
• Supporting the business by contacting end users, troubleshooting, and performing root‑cause analysis for accurate assignment and timely resolution.
• Participating in an on‑call rotation within the wider team.
• Completing Install, Move, Add, Change activity via ServiceNow service requests.
• Diagnosing and resolving end‑user network, VPN, Wi‑Fi, and LAN access problems and owning the escalation.
• Coordinating SOHO kit configuration/shipment for existing employees and new starters.
• Understanding principles and practices of ITIL standards.
• Providing conference‑room equipment support and upkeep.
• Providing support for all office hardware – laptops, thin clients, peripherals, printers, etc.
• Performing PC maintenance, repair, analysis, and testing.
• Assisting in creating documentation for self‑service end‑user support knowledge base and for team members as an internal knowledge base and best‑practice sharing.
• Supporting the end‑user experience by being an ambassador of our environment and enabling them to use technology.
• Liaising with vendors regarding incidents and service requests reported by users.
• Utilizing ServiceNow platform for triage of end‑user support tickets.

Qualifications

• Strong experience supporting end users in a larger organization.
• Experience troubleshooting and resolving WAN/LAN print‑related issues.
• Experience supporting Microsoft Managed Desktop – laptops.
• Experience with ServiceNow and JIRA for tracking issues and projects.
• Experience with Microsoft Office (2016, 2019, 2021, or O365).
• Experience with Cisco WebEx technology and AV conference‑room technology.
• Strong knowledge of macOS, Windows OS and MS Office products.
• Strong oral and written communication skills.
• Excellent customer‑service skills.
• Understanding of desktop virtualization technologies and tools.
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune.
• Up to 20% travel required.

Benefits

• A great starting salary plus annual bonus & strong benefits package.
• 25 days paid holiday plus bank holidays; opportunity to buy/sell extra leave.
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection.
• Season ticket loan and other great benefits on offer.

Markel celebrates the value of a diverse workforce and is an equal‑opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will ensure individuals with disabilities are provided with all reasonable accommodations to participate in the job application or interview process and to perform essential job functions if successful.

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