Job Description

The Senior Desktop Analyst role is responsible for providing all employees including field based staff with support for all VPN Desktops, Laptops, iPhones, iPads and all associated client based applications.

They are also responsible for all audio and visual equipment in meeting rooms and ensuring that these are regularly checked and maintained.

The main part of the role is to maintain and...

PRIMARY PURPOSE OF THE JOB

The Senior Desktop Analyst role is responsible for providing all employees including field based staff with support for all VPN Desktops, Laptops, iPhones, iPads and all associated client based applications.

They are also responsible for all audio and visual equipment in meeting rooms and ensuring that these are regularly checked and maintained.

The main part of the role is to maintain and update the laptop estate and support all mobile devices following the build and security design from the Digital Workplace Lead, they will also be available via the IT SOS (Support on Site) technical bar to effectively support the business in real time.

This role reports to the Digital Workplace Lead.

MAIN RESPONSIBILITIES

\xc2\xb7 Responsible for providing 2nd line IT support to business colleagues with laptops, printers and meeting room AV equipment.

\xc2\xb7 Responsible for provisioning and supporting iPhones & iPads to business colleagues and resolving associated incidents and service requests.

\xc2\xb7 Responsible for provisioning of laptops with VPN, Windows 10, configuring user profile, supporting business colleagues and initial handover.

\xc2\xb7 Producing and acting upon monthly reports showing Microsoft patching status, backups and antivirus status of laptops, desktops & meeting room devices to ensure there are no gaps in security patches and backups, remediating where required.

\xc2\xb7 Ensuring the IT Asset register is kept updated with all changes to hardware devices, correlate with a monthly export from Active Directory.

\xc2\xb7 Ensuring incidents and requests from senior management are correctly logged and resolved as a priority with outstanding issues escalated.

\xc2\xb7 Responsible for maintaining the IT Desktop Local Working Instructions (LWI) documents, creating new LWIs where necessary.

\xc2\xb7 Responsible for managing the digital workplace incident queue, prioritising incidents accordingly and managing incidents according to priority and urgency.

\xc2\xb7 Responsible for IT Desktop Problem Management queue in HPSM (HP Service Manager) and service requests in FS.GET, working on root cause of incidents and long term solutions.

\xc2\xb7 Responsible for keeping the laptop build image updated with the latest patches and software components

\xc2\xb7 Responsible for migrating the existing laptop build images to SCCM and simplifying the build process

\xc2\xb7 Assisting the Digital Workplace Lead in planning the migration of 1200+ laptops from Office 2016 to M365 (ProPlus)

PRINCIPAL CONTACTS / WORKING RELATIONSHIPS

\xc2\xb7 Digital Workplace Lead -workload planning and scheduling, providing updates on projects, security patching, incident & service requests.

\xc2\xb7 The Citrix and Desktop Analysts will provide 3rd line technical support to the Digital Workplace Support especially when addressing citrix issues on devices.

\xc2\xb7 VWFS (UK) colleagues resolving support incidents and service requests assigned to the digital workplace queues. Supporting laptop owners during the device lifespan.

\xc2\xb7 Providing IT Service Desk Analysts with 2nd line IT Support, technical assistance and knowledge transfer.

DECISION MAKING SCOPE

\xc2\xb7 Providing decisions on 2nd and 3rd line analysis and impact assessments in conjunction with the computer and mobile device policy.

KEY CHALLENGES

\xc2\xb7 Managing the 1200+ laptops windows estate, 100+ IPads, 700+ mobile phones and peripherals in relation to support, updates, rebuilds, backups.

\xc2\xb7 Supporting around 2,000 business colleagues using company devices, managing the desktop support incidents to resolution within agreed service level agreements.

EDUCATION, TRAINING AND EXPERIENCE

Essential

• Previous experience of rolling out M365 suite (ProPlus) to large laptop estate
• Previous experience of working with a largely remote laptop workforce
• Previous IT Desktop Support experience focusing on Windows clients and shrink wrap applications.
• Experience of working to agreed Service Level Agreements and managing incident support queues to resolution
• Experience of IT 2nd line support of Microsoft Office suite of products
• Experience of creating and maintaining laptop build images using SCCM
• Hardware technical support of Workstations, Laptops, printers, video conferencing and mobile phones
• Strong customer service focus

Desirable

• Knowledge of antivirus products and configurations, McAfee MOVE & MVISION suites
• Previous experience working with video conferencing hardware and support using Microsoft Teams
• Experience of working in a highly regulated industry such as Finance
• ITIL Foundation Certification

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ManpowerGroup (NYSE: MAN), the leading global workforce solutions company, helps organisations transform in a fast-changing world of work by sourcing, assessing, developing and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organisations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis and Talent Solutions - creates substantially more value for candidates and clients across 8 countries and territories and has done so for 70 years.

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