Desktop Support Lead/Senior 2nd Line Support Analyst

Desktop Support Lead/Senior 2nd Line Support Analyst

A fantastic opportunity has arisen for a Desktop Support Lead/Senior 2nd Line Support Analyst to join our leading legal client on a permanent basis.

Desktop Support Lead/Senior 2nd Line Support Analyst

Responsibilities and Duties:

* Using the Incident Management tool to record and accurately create/update all Incidents/Requests in line with defined quality requirements.
* Maintain high levels of incident ownership through the incident life cycle to satisfactory customer resolution.
* Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents/requests in a timely fashion remotely or in person.
* To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
* Provide support at events and meetings in line with the business requirements.
* Ensure that desktop security configurations and practices are implemented and maintained in line with the company's policies and procedures.
* Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.
* Assist in knowledge sharing by contributing towards the creation/amendment of support documentation into the Knowledge Base

Desktop Support Lead/Senior 2nd Line Support Analyst

Knowledge, Sills and Experience:

* At least two years' experience in a similar role.
* ITIL Foundation accreditation preferred.
* Strong knowledge of Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.
* Intune, Intra and Windows 11 knowledge.
* Familiarity with Windows administration and networking desired.

Desktop Support Lead/Senior 2nd Line Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business