Desktop Support Analyst

Desktop Support Analyst
Permanent
Salary: £29,000 - £34,000 (+ benefits)
Location: Home / Newport Pagnell

Skills: Windows O/S, Mac O/S, Office 365, Remote Desktop tools

We are looking to recruit a Desktop Support Analyst to join a leading global agency based in Newport Pagnell. This role is essential in providing first and second-line technical support, ensuring the smooth operation of IT systems and services.

This is a hybrid role and you will be required to work on site in Newport Pagnell 2 days a week.

Key Responsibilities

Technical Support & Team Collaboration:

• Provide first and second-line technical support to end users in person, over the phone, and remotely.
• Troubleshoot and resolve hardware issues, including desktops, laptops, printers, and peripherals.
• Diagnose and resolve software issues across Windows, macOS, Linux, and enterprise applications.
• Collaborate within a close-knit IT team to deliver efficient and effective solutions.

Hardware & Software Management:

• Install, configure, and maintain desktops, laptops, servers, and virtual systems.
• Manage device setup, configuration, and maintenance using Intune.
• Perform system upgrades, patches, and software deployments.
• Maintain hardware inventory to ensure accountability and functionality.

User Account & Access Management:

• Manage user accounts, permissions, and role-based access using Active Directory and Entra.
• Support onboarding processes, setting up accounts and systems for new employees.
• Ensure compliance with IT security policies, including ISO:27001 standards.

Network Troubleshooting:

• Diagnose and resolve basic network connectivity issues, such as Wi-Fi, LAN, and VPN problems.
• Liaise with network teams for escalations and advanced troubleshooting.

Communication & Documentation:

• Maintain accurate documentation of support activities, troubleshooting steps, and resolutions.
• Use ticketing systems to manage and track IT support requests.
• Provide user training, develop guides, and communicate system updates effectively.

Compliance & Security:

• Enforce IT policies and ensure systems adhere to security protocols.
• Support compliance initiatives and contribute to a secure IT environment.

Person Specification

We're looking for someone with:

• Strong knowledge of Windows, macOS, Linux, and iOS operating systems.
• Proficiency with Office 365, enterprise software, and remote desktop tools.
• Experience with PowerShell and Bash scripting.
• Familiarity with Cloud Hybrid infrastructure and networking basics (IP, DHCP, DNS, Wi-Fi).
• Strong problem-solving skills, excellent communication, and attention to detail.
• Experience with IT ticketing systems, such as Deskpro.
• Ability to work within tight security restrictions and follow complex technical processes.