Desk Support Analyst

Role Title: Desktop Support Analyst

Duration: contract to run until 31/12/2026 (potential for extension)

Location: Milton Keynes. Hybrid, 2 days per week onsite

Rate: up to £ 273.67 p/d Umbrella inside IR35

Role purpose / summary

The Desktop Support Analyst role is responsible for providing all employees including field based staff with support for all VPN Desktops, Laptops, iPhones, iPads and all associated client based applications.

They are also responsible for all audio and visual equipment in meeting rooms and ensuring that these are regularly checked and maintained.

The main part of the role is to maintain and update the laptop estate and support all mobile devices following the build and security design from the Technical Lead – Desktop Services.

They will also be available via the IT Tech Bar (and virtual Teams based IT Tech Bar) to effectively support the business in real time.

This role reports to the Technical Lead – Desktop Services.

Main Responsibilities

• Responsible for providing 2nd line IT support to business colleagues with laptops, printers and meeting room AV equipment.
• Responsible for provisioning and supporting iPhones & iPads to business colleagues and resolving associated incidents and service requests.
• Responsible for provisioning of laptops with VPN, Windows 10, configuring user profile, supporting business colleagues and initial handover.
• Responsible for covering the IT Tech Bar to support business colleagues for both pre-booked appointments and “walk-ups”.
• Producing and acting upon monthly reports showing Microsoft patching status, backups and antivirus status of laptops, desktops & meeting room devices to ensure there are no gaps in security patches and backups, remediating where required.
• Ensuring the IT Asset register is kept updated with all changes to hardware devices, correlate with a monthly export from Active Directory.
• Ensuring incidents and requests from senior management are correctly logged and resolved as a priority with outstanding issues escalated.
• Responsible for maintaining the IT Desktop Local Working Instructions (LWI) documents, creating new LWIs where necessary.
• Responsible for IT Desktop Incident and Request queues in ITSM (via FS.GET or Service Desk), working on root cause of incidents and long-term solutions.
• Responsible for keeping the laptop build image updated with the latest patches and software components

Principal Contacts / Working Relationships

• Technical Lead – Desktop Services - workload planning and scheduling, providing updates on projects, security patching, incident & service requests.
• The Citrix and Desktop Analysts will provide 3rd line technical support to the Digital Workplace Support especially when addressing citrix issues on devices.
• VWFS (UK) colleagues resolving support incidents and service requests assigned to the digital workplace queues. Supporting laptop owners during the device lifespan.
• Providing IT Service Desk Analysts with 2nd line IT Support, technical assistance and knowledge transfer.

Decision Making Scope

Providing decisions on 2nd and 3rd line analysis and impact assessments in conjunction with the computer and mobile device policy.

Key Challenges

• Managing the 1200+ laptops windows estate, 100+ iPads, 700+ iPhones and peripherals in relation to support, updates, rebuilds, backups.
• Supporting around 2,000 business colleagues using company devices, managing the desktop support incidents to resolution within agreed service level agreements.

Education, Training And Experience

Essential

• Previous experience of supporting M365 suite on large laptop estate
• Previous experience of working with a largely remote laptop workforce
• Previous IT Desktop Support experience focusing on Windows clients and shrink wrap applications.
• Experience of working to agreed Service Level Agreements and managing incident support queues to resolution
• Experience of IT 2nd line support of Microsoft Office suite of products
• Experience of creating and maintaining laptop build images using SCCM
• Hardware technical support of Workstations, Laptops, printers, video conferencing and mobile phones
• Strong customer service focus

Desirable

• Knowledge of antivirus products and configurations, Trellix (formerly McAfee) suites
• Previous experience working with video conferencing hardware and support using Microsoft Teams
• Experience of working in a highly regulated industry such as Finance
• ITIL Foundation Certification

Skills & Personal Characteristics Required

• Excellent communication skills – communicates with clarity and confidence; adapts style and content to the needs of the audience.
• Ability to deliver results – remains effective and positive even under pressure; takes ownership for delivering outcomes.
• Strong organisational skills
• Problem solving skills - able to solve problems whilst under pressure and within defined SLA
• High attention to detail, quality and consistency in all tasks
• Strong customer service focus, ensuring progress updates to customers are proactively managed
• Strong Windows 10/11 technical skills including BitLocker, Trellix, M365, Intune, Active Directory, Microsoft Office, user profiles, application troubleshooting in order to support business colleagues during client upgrades.
• Desktop hardware support, resolving hardware related issues with PCs, laptops etc.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!