Desktop Support Analyst, Windows 10, O365, ITIL, ServiceNow - Bristol

Desktop Support Analyst, Windows 10, O365, ITIL, ServiceNow - Bristol onsite working.

The Desktop Support Analyst is required to join an existing support team and provide 2nd Line support, resolving incidents and service requests within the London office of this International organisation. This role requires a strong understanding of technology and excellent customer service skills to ensure service excellence.

Key Responsibilities:

• Prioritise and manage all 2nd Line incidents and requests, ensuring adherence to service level agreements (SLAs) and best practices.
• Troubleshoot desktop computing issues logged via ServiceNow.
• Deploy IT hardware, track assets, and follow established workflows during deployment.
• Provide continuous updates to customers regarding the status of their incidents and requests.
• Analyse and resolve technical issues related to technology and telephony systems, escalating when necessary.
• Maintain equipment rooms to comply with IT Services and safety standards, and support the setup of new offices and projects in the region.
• Provide reports on unresolved tickets and issues, working closely with the Team Lead to ensure issues are resolved within SLAs.
• Offer team support, act as an escalation point for complex issues, and provide cover for the Team Lead when needed.

Experience Required:

• 3+ years in a 2nd Line desktop support role, supporting in a Windows 10 and O365 environment.
• Microsoft certificates are preferred.
• Must have supported 1000+ users.
• Good knowledge of ITIL V3/4 experience/certification.
• Strong proficiency in supporting corporate IT environments and exceeding SLAs.
• Strong customer service skills

*Note, you will be required to work onsite Monday to Friday, 37.50 per hours week.

The ideal candidate must be available to start within 2 weeks.