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Desktop Support Analyst
Permanent
Salary: £29,000 - £34,000 (+ benefits)
Location: Home / Newport Pagnell

Skills: Windows O/S, Mac O/S, Office 365, Remote Desktop tools

We are looking to recruit a Desktop Support Analyst to join a leading global agency based in Newport Pagnell. This role is essential in providing first and second-line technical support, ensuring the smooth operation of IT systems and services.

This is a hybrid role and you will be required to work on site in Newport Pagnell 2 days a week.

Key Responsibilities

Technical Support & Team Collaboration:

Provide first and second-line technical support to end users in person, over the phone, and remotely.
Troubleshoot and resolve hardware issues, including desktops, laptops, printers, and peripherals.
Diagnose and resolve software issues across Windows, macOS, Linux, and enterprise applications.
Collaborate within a close-knit IT team to deliver efficient and effective solutions.Hardware & Software Management:

Install, configure, and maintain desktops, laptops, servers, and virtual systems.
Manage device setup, configuration, and maintenance using Intune.
Perform system upgrades, patches, and software deployments.
Maintain hardware inventory to ensure accountability and functionality.User Account & Access Management:

Manage user accounts, permissions, and role-based access using Active Directory and Entra.
Support onboarding processes, setting up accounts and systems for new employees.
Ensure compliance with IT security policies, including ISO:27001 standards.Network Troubleshooting:

Diagnose and resolve basic network connectivity issues, such as Wi-Fi, LAN, and VPN problems.
Liaise with network teams for escalations and advanced troubleshooting.Communication & Documentation:

Maintain accurate documentation of support activities, troubleshooting steps, and resolutions.
Use ticketing systems to manage and track IT support requests.
Provide user training, develop guides, and communicate system updates effectively.Compliance & Security:

Enforce IT policies and ensure systems adhere to security protocols.
Support compliance initiatives and contribute to a secure IT environment.Person Specification

We're looking for someone with:

Strong knowledge of Windows, macOS, Linux, and iOS operating systems.
Proficiency with Office 365, enterprise software, and remote desktop tools.
Experience with PowerShell and Bash scripting.
Familiarity with Cloud Hybrid infrastructure and networking basics (IP, DHCP, DNS, Wi-Fi).
Strong problem-solving skills, excellent communication, and attention to detail.
Experience with IT ticketing systems, such as Deskpro.
Ability to work within tight security restrictions and follow complex technical processes