Job Title

Desktop Support Analyst / 2nd Line Support AnalystThe following information aims to provide potential candidates with a better understanding of the requirements for this role.I have an exciting new opportunity that has become available for a Desktop Support Analyst / 2nd Line Support Analyst to work for a market leading Law Firm in Birmingham on a permanent basis.Technically resolves end users Incidents and fulfils Service Requests, across all supported ITdevices in accordance with agreed service levels.Utilising the Service Management tool-set (ITSM Remedy), provides accurate and timelyupdates to agreed standards for all allocated Incidents and Service Requests.Undertakes all relevant technical support and maintenance tasks/activities as required byChange Management, Incident Management, Problem Management, Service RequestManagement, and IT projects.Where technical responsibilities dictate, liaise with other internal support teams, internalsenior management and suppliers in the day to day management of Incidents and ServiceRequests. And where appropriate initiates the escalation process for Major Incidents.Identifies key issues and risks, escalating promptly to line management team.Attends and actively participates in all daily stand up and team meetings.Key Technologies:End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, officetelephony and WiFiAccessing and configuring Firmware/BIOS to set standardsOperating System exposure - install/update/remediate (Microsoft Windows - all supportversions)End point software suites - install/update/remediate (Microsoft Office - all supportedversions)Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push)Mobile Iron Mobile PlatformEnd point Enterprise management systems - device updates/software install (MicrosoftSCCM, McAfee PGP, Bit locker)End point Enterprise deployment technologies - device pre-boot configuration, bootingdevices running device build sequences (Microsoft SCCM, Microsoft MDT)Desktop Support Analyst / 2nd Line Support Analyst