Desktop Support Analyst - Communications Agency

at  Black Sun Ltd

OVERVIEW

This is a hands-on role where you will be working in conjunction with other team members in- End User Support Services, IT Security and DevOps to provide an efficient and effective day to day support service to end users.
You will be responsible for the ongoing development, implementation, support and management of the Group’s “front of house” environment.
You will play a key role in developing the framework required to facilitate the successful attainment of these objectives. This role requires close consultation with the various business stakeholders to understand and cater for the existing issues and future aspirations of the business.
You will be responsible for the effective management of incidents, service requests and problems across the organisation; the provision of second- and third-line operational support relating to end user devices; and to ensure timely and efficient resolution of incidents, service requests and problems.
Black Sun as a Group are in the midst of undergoing a digital transformation in the End User technology space, with a focus on adopting Microsoft Cloud technologies and embedding AI into the heart of the business. As part of this wider initiative, we will look to you to provide support and lead on technical projects where necessary.

YOUR QUALIFICATIONS, EXPERIENCE & SKILLS:

Minimum of 2 years’ experience in a similar role within an IT business support experience.
Additional IT qualifications are highly desirable, such as ITIL Management Certification.
Experience of working to strict SLA’s.
An understanding of ITIL fundamentals.
In-depth technical knowledge of desktop system software and hardware. (Mac & Windows 10) as well as mobile devices, telecommunications, peripherals, security, applications, client server software and system tools.
An extensive background of managing the end user IT desktop service with strong OSX skills.
A background within team management, ITIL service management and implementation.
Competent in delivering management of IT Desktop Support Services, in a mixed Windows and OSX environment.
Experience of Active Directory and Azure Active directory
The following skills are not mandatory would give the candidate a distinct advantage.
Practical experience of Azure Active Directory and M365 admin console and Exchange would be an advantage.
PowerShell scripting, or other automation methods

Strong technical knowledge and leadership in supporting the IT team.
Act as 2nd/3rd line support, assisting the junior members of the team and ensuring ticket response and resolution stays within SLA.
End to end IT asset and lifecycle management to include procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal.
Provisioning of a VIP service for Exec level users, and their PA’s
Maintain and update policies in Intune and Jamf for end user devices.
Carry out agreed operational procedures of a routine nature.
Manage the end to end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team.
Troubleshooting customer technical faults and driving fault resolution
Manage internal colleague expectations with regards to IT support service, resolving escalated issues to ensure colleague satisfaction.
Provide regular reports on KPI’s, highlighting trends, risks and recommending opportunities for continuous improvement.
To provide a centre of excellence for I.T Service Desk knowledge and expertise and provide expert advice and guidance on the desktop environment to serve business needs.
To act as a point of responsibility for escalations from staff, being mindful of commercial impacts.
To assume a lead role in the analysis, diagnosis, escalation, execution and resolution of incidents and problems affecting the customer base.
Provide assistance in hardware set up, configuration and software installation and troubleshooting of IT desktops, peripheral and mobile devices, as required.
Contribute to technical documentation, knowledge articles, procedures & process definitions.
Reporting Relationships
Reporting to: Head of Modern Workplace Technology
Work closely with: IT team