Senior Technical Support Analyst

Our client is looking to onboard a Senior Technical Support Analyst to join them on an initial 3-month contract (rolling extensions).

This role is highly customer focused, supporting users across 10+ international sites, as well as the London office and as such will be a hybrid working position (3 days on site in West London, 2 days remote working).

Amongst other topics, you will be helping to install, configure and support Desktop and Mobile Device Applications to enhance overall business productivity. You will also help troubleshoot and diagnose hardware/software, resolving technical issues.

Requirements

• A minimum of 3 years' experience in an IT Helpdesk/Service Desk support role
• Excellent Customer Service Skills with a can-do attitude
• Qualified to ITIL v3 / v4 foundation level
• CompTIA A+, or Microsoft Certified Professional (MCP)
• Strong experience of managing Incidents / Service Requests / Problem / Change management using ITSM tools.
• Strong PC skills and the ability to troubleshoot and diagnose problems, primarily in the Windows 10 PC Operating System.

Expert understanding of M365 administration of:

• Microsoft Entra
• Intune
• Teams
• SharePoint
• Exchange

• Familiarity with both PC and Mobile Device Hardware and Software configuration and upgrades.
• Familiarity with Identity Management, experience of PC Operating Systems and Software Delivery Systems via Intune.
• Experienced in the management and delivery of hardware deployments using Microsoft Autopilot.
• Experience supporting users remotely and at deskside
• Experience with Mobile Device Operating Systems (Android, iOS)
• Experience of working in a Microsoft 365 environment and MDM solutions beneficial.
• Experience of troubleshooting and issue analysis within a Microsoft Windows network environment.
• Experienced ability to create documentation for business users' self-help, process flows and technical documentation.