Desktop Support Lead/Senior 2nd Line Support Analyst

Desktop Support Lead/Senior 2nd Line Support Analyst

A fantastic opportunity has arisen for a Desktop Support Lead/Senior 2nd Line Support Analyst to join our leading legal client on a permanent basis.

Desktop Support Lead/Senior 2nd Line Support Analyst

Responsibilities and Duties:

• Using the Incident Management tool to record and accurately create / update all Incidents/Requests in line with defined quality requirements.

• Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.

• Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.

• Provide support at events and meetings in line with the business requirements.

• Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.

• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.

• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base

Desktop Support Lead/Senior 2nd Line Support Analyst

Knowledge, Sills and Experience:

• At least two years' experience in a similar role.

• ITIL Foundation accreditation preferred.

• Strong knowledge of Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.

• Intune, Intra and Windows 11 knowledge.

• Familiarity with Windows administration and networking desired.

Desktop Support Lead/Senior 2nd Line Support Analyst