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The Role
We are seeking a proactive and customer-focused Desktop Support Analyst to join our on-site support team. The ideal candidate will have expertise in Windows 10 and Windows 11, along with hands-on experience supporting a range of hardware devices such as corporate mobile phones, iPads, and other IT peripherals, including meeting room support. This role requires a strong passion for delivering high-quality user experiences, along with the ability to lead customer-focused initiatives and adapt to new technologies.
You will provide deskside support and ensure end users receive timely, efficient, and empathetic service. You will be instrumental in ensuring smooth IT operations while driving continuous improvements to support our users and business needs.
Your responsibilities:
- Provide first- and second-line support to end users in both Windows 10 and Windows 11 environments.
- Support a variety of hardware devices including corporate mobile phones, iPads, laptops, and other peripherals including meeting room support.
- Perform desk-side visits to resolve more complex or high-touch support requests and ensure the highest levels of customer satisfaction.
- Provide front-line IT Support from AskIT Kiosk/TEC bar.
- Log, track, and resolve incidents and service requests using the service management platform (e.g., ServiceNow), ensuring a timely response to all requests.
- Provide troubleshooting support for both software and hardware issues, escalating more complex problems as necessary.
- Engage in proactive customer-focused initiatives, seeking ways to enhance user experience and improve IT services.
- Collaborate with IT teams to identify recurring issues, improve processes, and deliver on continual service improvements.
- Maintain clear and effective communication with end users, explaining technical issues in simple terms.
- Contribute to the creation of knowledge base articles and documentation for recurring issues, ensuring the team benefits from shared learnings.
- Participate in onboarding and offboarding processes, including IT inductions and the setup of devices.
- Support meeting rooms equipment.
- Responsible for ensuring the provision and delivery of support services within operationally agreed targets during the approved service hours.
- Work with other TEC teams to demonstrate a strong service delivery ethos, providing a customer-focused approach and responsiveness for both London and the EMEA region.
- Accountable and Responsible for the day-to-day management of their personal performance, including attending regular reviews and appraisals, including assisting in goal and objective setting.
- Assisting team members with resolution of work-related issues.
- Maintain PC Build room environment and storerooms.
- Assist in the disposal of end-of-life equipment and decommission devices.
- Assist in desk moves and changes.
- Assist the Trade Floor Support team when required.
- Respond to onsite support needs in other offices.
- Provide support to EMEA Branch offices as required.
- Retain a flexible approach to working, including cover and occasional weekend working when required (e.g., DR tests and building power downs).
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- Proven experience in a Desktop Support or Desktop Support role (minimum 2 years).
- Strong expertise in Windows 10 and Windows 11 environments, including troubleshooting and configuration.
- Experience with corporate mobile devices (iPhones, Android phones, iPads) and mobile device management.
- Strong customer service skills, with the ability to empathize and engage effectively with end users.
- Demonstrated ability to manage multiple service requests and prioritize tasks in a busy, fast-paced environment.
- Excellent communication skills, especially in face-to-face interactions with non-technical users.
- Understanding of ITIL processes and a desire to apply them to improve IT services.
- Willingness to take on leadership roles in customer-focused projects and continuous improvement initiatives.
Desirable skills/knowledge/experience/Personal attributes:
- A strong desire to learn and grow, with a commitment to expanding your technical skill set and knowledge.
- Ability to lead by example, taking ownership of customer issues and driving solutions.
- Passionate about delivering exceptional customer service and improving user experiences.
- Proactive, with a focus on continuous improvement and identifying opportunities to streamline support processes.
- Friendly, approachable, and patient, ensuring users feel supported and valued throughout their IT journey.
- Able to work independently, manage time effectively, and adapt to changing priorities.
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