SRLV
IT Modern Workspace Support Analyst
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Who Are We? SRLV are a medium-sized firm of Chartered Accountants and Business Advisors based in Fitzrovia, a vibrant and exciting spot in Central London.
We work across a variety of exciting industries including Music, Entertainment, Media and Sport, providing services to high profile individuals, owner managed businesses, listed companies and international entities.
We focus on people as individuals, allowing and supporting you to grow and develop within our firm. We value our differences and know that diversity across our team is what enables us to deliver the best service for our clients. We are committed to ensuring that everyone at SRLV feels they can bring their full selves to work and can thrive in an inclusive and safe space.
The Role An exciting opportunity has arisen for an IT Modern Workplace Support Analyst. The successful candidate will provide high quality deskside and remote technical support whilst helping to manage and enhance the firm’s modern Microsoft endpoint environment.
This business facing role is primarily focused on providing first and second line support for all IT related requests and issues within the Service Desk team. This includes the logging of incidents and carrying out investigations of both software/hardware issues all the way through to resolution, and escalation where appropriate.
In addition to IT support responsibilities, the role will also support Microsoft Intune administration, Windows Autopilot deployments, application packaging and deployment activities.
Core technical skills required to be successful include Windows 11, Microsoft 365 desktop applications, Teams, Entra ID and basic network troubleshooting. Ideally you will be ITIL aware or accredited.
Duties and Responsibilities Work with the current Support Analyst to provide first and second line desktop support for the Service Desk, based on a rotating shift pattern covering core support hours between 08:00 and 18:00 Accurately record all details of all calls (via telephone or email) on the ITSM application and pro-actively manage the call queue on a regular basis Maintain a high degree of customer service for all support queries and adhere to all service management principles Take ownership of user problems and be proactive when dealing with user issues Work with the IT Team, Managed Service Provider and third-party vendors to solve complex problems Update and maintain the IT asset database whilst ensuring a high degree of accuracy Support the firm’s laptop environment with Windows 11 and Microsoft 365 desktop applications Provide support for key business applications (including regular updates which will involve some out-of-hours work), such as CCH Practice Management/Personal Tax, Alphatax, Caseware Audit/Accounts Production, Intapp Documents and FibreCRM Package, test, deploy, maintain, and troubleshoot desktop applications using Microsoft Intune and endpoint management technologies Support Windows Autopilot provisioning and endpoint lifecycle management processes Provide remote assistance to support staff and partners working away from the office Provide support for the cloud hosted Teams telephony solution and support of audio-visual systems in meeting rooms Support new and existing users in the effective use of the firm’s IT systems by providing necessary training and advice including induction training for new staff Follow and maintain departmental processes, including laptop/smartphone deployments and joiners, movers and leavers Assist the IT Manager with the implementation of new projects
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Required Experience and Skills Approximately five plus years’ experience providing first and second line IT support within a Microsoft-based environment Experience using an IT service management (ITSM) tool or ticketing systems for incidents, requests, and change management Strong troubleshooting skills across desktop hardware, laptops, printers, smartphone devices Experience supporting Microsoft 365 applications and services, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive and SharePoint Good working knowledge of Windows 11, Azure Virtual Desktop and desktop support best practices Experience managing users and devices within Microsoft Intune and Entra ID is essential Experience packaging, deploying, updating, and troubleshooting applications using Microsoft Intune and related endpoint management technologies Understanding of device build, imaging, and software deployment processes, including Windows Autopilot Good documentation and organisational skills, including maintaining accurate support records and technical procedures Strong customer service and communication skills, with the ability to explain technical issues to non-technical users A good understanding of fundamental networking concepts and troubleshooting
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Desirable Skills and Qualifications Previous experience providing IT support within the accountancy or wider professional services sectors would be highly advantageous Relevant vendor certifications or equivalent experience in Microsoft 365, Intune, or desktop support environments ITIL Foundation
BENEFITS Fantastic private medical insurance 23 days annual leave plus bank holidays and 3 additional days over the December holidays 3% Pension contribution Cashback scheme for medical expenses Group Life Insurance Mental and Physical Health Support Regular social events and activities – including pizza, breakfast and/or drinks on the rooftop terrace, office, or local venues Cycle to work scheme Season ticket loans Workplace nursery scheme Excellent office space in Fitzrovia
ADDITIONAL INFORMATION Hours: On a rota to cover 08:00 - 18:00 Hybrid working once probation is completed
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