Desktop Support Analyst

We are seeking a skilled and motivated Desktop Support Analyst to join our client in the education sector. This 2nd line IT support role involves providing technical assistance to staff, students, partners, and visitors. You will be responsible for resolving IT support requests and incidents, while also participating in service delivery projects.

The successful candidate will thrive in a dynamic, fast-paced environment, delivering high-quality support via phone, email, in person, and through a self-service portal. A strong focus on customer service and continuous improvement is key to the role.

Main Responsibilities:

• Provide 2nd line support by diagnosing and resolving IT issues, ensuring services meet customer requirements.
• Collaborate with the IT Campus Manager in managing daily operations and overseeing the deployment of technical equipment.
• Administer and operate a wide range of technical platforms, including Windows, Apple devices, software applications, and telephony systems.
• Maintain excellent relationships with staff to enhance the overall support experience.
• Participate in the installation and upgrading of systems and applications in line with operational needs.
• Continuously self-appraise and contribute to ongoing professional development.
• Promote and maintain health, safety, and wellbeing, while fostering a culture of equality, diversity, and inclusion.

Requirements:

Essential:

• ITIL Foundation certification or equivalent experience.
• Proven experience in a customer-facing technical support role in a Windows and Mac Desktop environment.
• Strong verbal and written communication skills.
• Experience with service desk software, remote support tools, and troubleshooting technical issues.

Desirable:

• MCDST (Microsoft Certified Desktop Support Technician) or Apple Certified Mac Technician (ACMT).
• Knowledge of the Higher Education sector.

Personal Attributes:

• Ability to work effectively under pressure and manage multiple priorities.
• Collaborative team player, willing to support colleagues and drive innovation.