Job description
Connect to your Industry
A really great opportunity to work within a lively environment and diverse team, spread across UK developing your skills, knowledge, and career further. You will face new challenges everyday providing you the perfect opportunity to learn new skills and knowledge. You will be actively involved in providing 1/2nd line support at our Deloitte offices and events where you can showcase your technical abilities. The opportunity to expand your professional network is also attractive as you will engage with stakeholders at all grades either providing support or delivering projects. The management team will have an active interest in your development and career offering you the right opportunities to progress if you demonstrate the correct values and attitude.
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .
Connect to your opportunity
The Onsite Senior Technical Analyst (Senior TA) role is responsible for providing our firm members with the highest quality technical support either 'face to face' at Deloitte offices or at hosted events and remotely to those not able to reach an office. The role is part of the Onsite support team, who working with our other support channels are critical in ensuring that our members can deliver to clients. The fast and efficient resolution of any technical issues underpin our client and colleague commitments. Other key responsibilities of the Senior TA include the following.
* Provide first and second line software and hardware support and troubleshooting expertise to all members of the firm including proactive advice and training.
* Whether working on the Tech Bar or equivalent onsite stations / IT areas in Deloitte offices or events, maintaining a high level of customer satisfaction across the business, applying a professional, friendly, and approachable manner at all times, even under pressure. Managing and securely controlling the physical local Tech Bar / build room inventories of IT hardware assets and logical state management in the configuration management database (CMDB).
* Ensuring all incidents, service requests and bookable support appointments are accurately captured and updated within the ServiceNow ITSM tool.
* Proactively managing prioritised local and national support queues, ensuring users are updated in a timely manner and according to the correct processes.
* Building, configuring and administration of IT equipment including but not limited to; Windows PCs, Apple Macintosh, Mobile phones, Monitors and AV equipment, printer hardware and network or server equipment.
* Occasional travel to other UK member firm offices to provide support for events and absence cover.
* Occasional out of 'standard working hours' office site attendance or working to support incidents, events, and absence cover, in accordance with overtime policy as appropriate.
* Working under their own initiative whilst following procedures and working with systems and processes. Timely reporting of incidents and risks in accordance with process.
* Work closely with other departments in Central Business Services to ensure a quality culture.
* Delivering Onsite services compliantly with IT security policies and procedures. Managing access for third party suppliers and onsite chaperoning as applicable.
Connect to your skills and professional experience
The Senior TA will be proficient with the key end user technology including Windows PCs, Apple Mac's and iPhone devices as well as a range of key software applications and end user peripherals. The Senior TA must use their experience and skills to troubleshoot and resolve user issues and service requests.
Essential
* Applicants should have a knowledge and understanding of the following key software and hardware
o Current and recent Microsoft Windows operating systems, Autopilot, Microsoft Office/O365, Active Director, ServiceNow ITSM, Network connectivity and VPN protocols, Citrix platform, and common collaboration tools such as Teams and Zoom.
o Demonstrable experience of building corporate and vanilla PCs.
o MacBook OS: Up to 3 generations and OS. JAMF, In-Tune and iOS devices.
o Meeting room AV technical hardware solutions and office network technology.
* Demonstrable experience providing 'face to face' and remote technical support to Business End Users of all levels of seniority including executives and VIP's.
* High level of proficiency in using industry leading ITSM and CMDB tools such as ServiceNow to capture and manage all incidents, service requests, problem tickets and change management.
* Demonstrable experience of working in a small team of skilled technical operatives managing shared work queues and bookable scheduling systems.
* Strong written and verbal communication skills with the ability to effectively present information articulately to Business users.
Desirable
* ITIL Foundation, Service Operations.
* ServiceNow Practitioner or equivalent certification.
* Microsoft Operating System or equivalent certification.
* JAMF 100 / 200.
* AWS Azure fundamentals.
Connect to your business - Enabling Functions
Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.
Central business services
We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.
Connect with your colleagues
"It's such an inspiring place to work; everyone you talk to is working on something interesting. There are always so many exciting things to get involved with that it is a challenge to prioritise where to spend your time. Everyone always says, "it's the people," and that's true."
Our hybrid working policy
You'll be based Reading with hybrid working.
Full-time (35 hours per week), at our Reading office five days per week, Mon-Fri on a shift basis ranging between 08:00 and 17:30.
At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.
Connect to your return to work opportunity
Are you looking to return to the workplace after an extended career break?
For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.
Our commitment to you
Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.
Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.
Connect to your next step
A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.
Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers
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