Deskside Support Analyst

Overview

In this role you will provide hands-on deskside support to enhance end-user productivity across a global IT environment. You will triage escalated issues, support onsite tech needs, and collaborate with IT teams to resolve problems efficiently. The role emphasizes delivering reliable, customer-focused service and enabling colleagues to work smoothly with technology. You will engage in on-call rotations and contribute to knowledge sharing and process improvements. This opportunity suits problem-solvers who want tangible impact on user experience at a Fortune 500 company.

Pay / Benefits

• competitive starting salary with annual bonus
• strong benefits package
• 25 days holiday + bank holidays
• pension scheme
• private medical and dental cover
• life assurance and travel insurance

Responsibilities

• Provide hands-on support for network, voice, and collaboration needs as required.
• Deliver priority support for escalated end-user issues and participate in triage.
• Contribute to projects within IT and cross-team collaborations.
• Troubleshoot and perform root-cause analysis to enable timely resolutions.
• Participate in on-call rotations to ensure robust service.
• Handle install, move, add, change activities via ServiceNow requests.
• Diagnose and resolve WAN/LAN, VPN, and LAN access problems and manage escalations.
• Coordinate SOHO kit configuration and shipment for staff and new hires.
• Understand ITIL principles and practices.
• Provide conference room equipment support and maintenance.
• Support office hardware (laptops, thin clients, peripherals, printers) and perform PC maintenance.
• Create and maintain self-service knowledge base articles.
• Act as IT ambassador to enhance end-user experience and tech adoption.
• Liaise with vendors regarding incidents and service requests.
• Utilize ServiceNow for triage of end-user tickets.

Key requirements

• Experience supporting end users in a large organization.
• Troubleshoot and resolve WAN/LAN print issues.
• Experience supporting Microsoft Managed Desktop (laptops).
• Experience with ServiceNow and JIRA for tracking incidents and projects.
• Experience with Microsoft Office (2016, 2019, 2021, or O365).
• Experience with Cisco WebEx and AV conference room technology.
• Strong knowledge of MacOS, Windows OS, and MS Office.
• Strong oral and written communication skills.
• Excellent customer service abilities.
• Understanding of desktop virtualization (advantageous).
• Experience with TCP/IP and IP addressing.
• Experience with O365/M365 endpoint management and Intune.
• Up to 20% travel.

• customer service orientation
• clear communication
• team collaboration
• End-user support
• ServiceNow
• JIRA

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