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Desktop Support Analyst

Desktop Support Analyst

On site

Manchester, United kingdom

Freelance

08-05-2025

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Job Specifications

IT Desktop Support Analyst - Active SC Clearance required - Manchester - Contract

My client who are leaders in their field are looking for a Desktop Support Analyst who will be responsible for the resolution of all 2nd Line incident and service requests within their region. They will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities
Manage and prioritise all 2nd line incidents and requests according to defined SLAs
General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.
Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures
Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks arising from audits, fire, safety or other risk assessments
Support the set-up of new offices, sites or projects across the local region
Management of Service Now Stock Rooms' and ownership of goods receipting process
Act as an escalation point for 2nd Line support issues

Experience Required
At least 4 years' experience in IT Service Management principles and processes
High level of proficiency and knowledge of working in a Corporate IT environment
Experience in working to (and exceeding) Service Level Agreements
Broad technical understanding of IS services being supported
Working knowledge of database/excel structures/tables/configurations
experience in data analysis and good numeracy, analytical and reporting skills
Qualifications: Certification from Microsoft
ITIL V3/4 Foundation Qualification
Working knowledge of Service Now

About the Company

Across four decades, we've built a fantastic network from FTSE 100 through to SME and public sector organisations. We're experienced in, and trusted to, deliver against our clients' talent acquisition needs, and at the same time ensure our candidates' career aspirations are matched. Our specialist areas include: AI & Data Science The AI Team are suppliers of Researchers, Machine Learning Engineers & Data Scientists to the world's leading tech companies, innovation labs and start-ups. Cyber Security Across four decades... Know more