Onsite Senior Technical Analyst, IT Support Services, IT Infrastructure Services, Central Business Services, Leeds
Deloitte
- Leeds
- Permanent
- Full-time
- Provide first and second line software and hardware support and troubleshooting expertise to all members of the firm including proactive advice and training.
- Whether working on the Tech Bar or equivalent onsite stations / IT areas in Deloitte offices or events, maintaining a high level of customer satisfaction across the business, applying a professional, friendly, and approachable manner at all times, even under pressure. Managing and securely controlling the physical local Tech Bar / build room inventories of IT hardware assets and logical state management in the configuration management database (CMDB).
- Ensuring all incidents, service requests and bookable support appointments are accurately captured and updated within the ServiceNow ITSM tool.
- Proactively managing prioritised local and national support queues, ensuring users are updated in a timely manner and according to the correct processes.
- Building, configuring and administration of IT equipment including but not limited to; Windows PCs, Apple Macintosh, Mobile phones, Monitors and AV equipment, printer hardware and network or server equipment.
- Occasional travel to other UK member firm offices to provide support for events and absence cover.
- Occasional out of 'standard working hours' office site attendance or working to support incidents, events, and absence cover, in accordance with overtime policy as appropriate.
- Working under their own initiative whilst following procedures and working with systems and processes. Timely reporting of incidents and risks in accordance with process.
- Work closely with other departments in Central Business Services to ensure a quality culture.
- Delivering Onsite services compliantly with IT security policies and procedures. Managing access for third party suppliers and onsite chaperoning as applicable.
- Applicants should have a knowledge and understanding of the following key software and hardware
- Current and recent Microsoft Windows operating systems, Autopilot, Microsoft Office/O365, Active Director, ServiceNow ITSM, Network connectivity and VPN protocols, Citrix platform, and common collaboration tools such as Teams and Zoom.
- Demonstrable experience of building corporate and vanilla PCs
- MacBook OS: Up to 3 generations and OS. JAMF, In-Tune and iOS devices
- Meeting room AV technical hardware solutions and office network technology
- Demonstrable experience providing 'face to face' and remote technical support to Business End Users of all levels of seniority including executives and VIP's.
- High level of proficiency in using industry leading ITSM and CMDB tools such as ServiceNow to capture and manage all incidents, service requests, problem tickets and change management..
- Demonstrable experience of working in a small team of skilled technical operatives managing shared work queues and bookable scheduling systems.
- Strong written and verbal communication skills with the ability to effectively present information articulately to Business users.
- ITIL Foundation, Service Operations
- ServiceNow Practitioner certification
- Microsoft Operating System certification
- JAMF 100 / 200
- AWS Azure fundamentals