Desktop Support Analyst / 2nd Line Support Analyst

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