ROLE OVERVIEW //
We are recruiting for a Deskside Support Analyst to join the Technology team on a permanent basis.
KEY RESPONSIBILITIES //
The key responsibilities of this role are set out below and there may be others which are not listed. You may be required on occasion to work outside our normal working hours of 9:30am to 5:30pm.
* Provide direct on-site problem resolution for end user devices and applications, including at desk, over telephone, email and in-person at Tech Hub
* Troubleshoot and support end-users of the firm’s systems.
* Install device hardware and application software (laptop and mobile devices).
* Perform device imaging and configuration (laptop and mobile devices).
* Install and configure printers and peripherals.
* Perform software management for all end-user devices.
* Help to ensure maximum system and network availability.
* Windows and/or Apple domain administration.
* Active Directory administration.
* Create, administer and maintain the users’ computing environments, e.g. creation and maintenance of user account and profiles, home drives, user file security, user email accounts.
* Troubleshoot and support end-users with logon, printing, file saving, network access, application problems.
* Assist with deployment and installation of all hardware and software related to client environments.
* Test and install software applications for users.
* Troubleshoot and support application software.
* Work with the technical staff to review all technical designs affecting end user experience.
* Assist with the installation of new initiatives.
* Assist in the troubleshooting of telecommunications and network equipment problems.
* Troubleshoot and repair laptop/mobile hardware, monitors, etc.
* Basic workstation OS integrity troubleshooting and re-imaging if necessary.
* Maintain device inventory and CMDB.
* Update and maintain knowledgebase.
* Identify potential changes and system improvements to present to managers for consideration and implementation.
* Maintain office directory to ensure it accurately reflects moves and changes and is up to date.
* Manage, maintain and improve Netcall ACD.
* Manage device estate using Intune and other toolsets as part of EUC strategic duties to ensure devices are compliant and do not pose a threat as part of the Security Vulnerability Group duties.
* Work with partners to manage despatch, supply and collection of desktop equipment to end users working remotely.
CANDIDATE PROFILE //
Candidates for this position must be proficient in the following technologies :
* Microsoft Office O365 to an advanced level
* Microsoft Teams to an advanced level
* Microsoft Windows 10
* Edge browser
* iManage Work 10
* Exchange Mailbox (Online) and DLs
* PC, laptop, iPhone equipment installation and troubleshooting
* Citrix/Secure Access
* Microsoft Intune