Desktop Support Analyst

European Desktop Support Specialist

An exciting opportunity to participate in the European Desktop Support function that should enable/facilitate the growth and success of the operations in Spain and the rest of European countries. Full time role based in our London HQ office 5 days per week, supporting users across Europe with infrequent travel to Europe wide offices as required. An excellent role for someone who is looking to progress their IT career with great development and training opportunities. To succeed in this role, you must have a can-do attitude along with great customer service and communication skills. You will be the first point of contact for team member when they have a technical issue, diagnosing their issue and either resolving it or escalating the ticket to a senior engineer.

Key Responsibilities:

• Be responsible for building new devices for team members
• Desktops, laptops, mobile phones and other IT devices procurement and management
• Troubleshooting end user devices, networking, telephony and IT in general related issues
• Works closely with senior engineers.
• Participates in any IT initiative/project when required.
• Maintains an up-to-date asset register
• Coordinates and assists in supervising systems upgrades and installations by evaluating and recommending upgrades based on business needs and requirements
• Support meeting room AV systems and events
• Environment: Microsoft Laptops, Microsoft 365, Microsoft Azure services, CrowdStrike, Kaseya, Fortigate Firewalls, Meraki and HP/Aruba switches and WiFi

Experience and Skills:

• Previous IT helpdesk / 1st line support experience
• Excellent communication skills & team working, providing a first class level of customer service
• Keen to develop technical skills and enthusiastic about helping others
• Experience troubleshooting desktops, laptops, mobile devices & associated peripherals
• Knowledge of Windows 10 & 11, MacOS and iOS platforms
• Office 365, SharePoint, OneDrive & Teams troubleshooting/management
• Basic understanding of networking technologies such as DNS, DHCP etc to facilitate basic troubleshooting
• Building of new Windows/Mac/iOS devices to a set standard
• Installation and configuration of 3rd party software and devices
• Ensure all IT incidents are logged on our helpdesk platform and ticket notes are kept up to date with current progress
• Ensure all IT incidents are responded to within SLA
• Good time and workload management

Desirable:

• Experience with ServiceNow
• Experience with TeamViewer or Kaseya
• Adobe Creative Suite experience/troubleshooting
• Knowledge of Microsoft Surface devices
• Knowledge of Microsoft Teams based meeting room systems