Desktop Support Analyst

Desktop Support Analyst

IT Services Team | Liverpool L7 (Onsite then Hybrid )

Salary - £32,000 - £34,000

Are you a customer-focused IT professional with strong desktop support experience? My membership based client are looking for a Desktop Support Analyst to join the IT Services team, providing high-quality support to all IT service users across the organisation.

This is a hands-on, onsite role based in Liverpool, working five days per week until successful completion of a six-month probation period then hybrid ( circa 15 days per month no site ).

The Role

As a Desktop Support Analyst, you will:

• Provide comprehensive desktop and end-user support.
• Manage incidents and service requests using established incident reporting and request fulfilment processes.
• Deliver excellent customer service while contributing to IT service operation, transition, and continual service improvement.
• Participate in a rota covering:
• Early shift: 08:00-16:00
• Late shift: 10:00-18:00

Key Responsibilities

Desktop & End-User Support

• Advanced hardware troubleshooting.
• Desktop operating system configuration, image creation, maintenance, and troubleshooting.
• Patch management and deployment (OS and applications).
• Application configuration, packaging, deployment, and troubleshooting.
• Productivity and line-of-business application support.

Peripheral & Device Support

• Mobile device administration.
• Telephony and unified communications administration.
• Printer troubleshooting and administration.
• Support for conference systems, IP-enabled audio devices, smart screens, and related technologies.

IT Service Management

• IT service management system administration and usage.
• Configuration and asset management.
• Basic network troubleshooting.
• Patch management processes.

Technical Expertise Required

• Exchange administration.
• Intune administration (users, groups, Windows laptops, Android phones, applications).
• Experience with Autopilot.
• Teams administration (users, SIP devices, phones, auto-attendants, call queues).
• Teams Rooms support.
• M365 user administration.
• Exposure to Copilot for M365 (introductory sessions provided).

Desirable Skills

• Zoom account management.
• Apple Business Manager.
• Addigy (Apple device management including MacBook Pro, MacBook Air, iPads, iPhones).
• Copilot Agent creation.
• Power App creation.

What We're Looking For

We're seeking someone who thrives in a fast-paced support environment, takes ownership of issues, and is committed to delivering an excellent user experience. If you're technically strong, customer-focused, and keen to develop your skills further, we'd love to hear from you.

Location: Liverpool (Onsite)
Working Pattern: 5 days per week (rota-based shifts)
Probation: 6 months onsite requirement then hybrid