Onsite Senior Technical Analyst, IT Support Services, IT Infrastructure Ser

at  Deloitte

REQ #

16539
Job description

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
• 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.
• Demonstrable experience of building corporate and vanilla PCs
• MacBook OS: Up to 3 generations and OS. JAMF, In-Tune and iOS devices
• 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 certification (or equivalent)
• Microsoft Operating System certification (or equivalent)
• JAMF 100 / 200 (or equivalent)
• AWS Azure fundamentals

• 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