Desktop Support Analyst

Desktop Support Analyst

 

The Works is a unique place to… well… work!

 

We’re the UK’s leading family friendly retailer of value gifts, arts, crafts, toys, books and stationery. With over 530 stores nationwide together with a brilliant online store, we’re here to offer our customers a unique and enjoyable shopping experience, built on our core principles of value, variety and quality. 

We’re a proactive and hardworking bunch. We’ve built an environment that’s busy, fast-moving and full of energy. Our atmosphere is welcoming, friendly and inclusive. If you’re the kind of person who’s as crafty, caring and can-do as we are, then this is the kind of culture for you.

 

About the Role

Reporting into the Head of Systems, Services & Operations you will play a crucial role in delivering outstanding desktop support to your colleagues across Stores, Distribution Centre (DC) and Support Centre (SC) as well as our ecommerce website.

You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence that the issues will be resolved. You thrive on seeing incidents and problems through to resolution, spotting trends and holding yourself to the highest best practice standards. You keep up to date with technology; enjoy getting into the detail and owning issues.

This is an exciting opportunity for an ambitious, technically strong and solution focused Desktop Support Analyst to join our evolving Technology Services team.

The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders. Providing cover for the Technology Service Desk as required. To provide a problem management function for the end user device (EUD) estate. To drive EUD standardisation, documentation, performance and knowledge both within Technology Services and the wider business. 

The key responsibilities are:

Intune Management

As the resident subject matter expert in Intune you will work with Infrastructure to maintain, improve and monitor Intune and the associated services.

Incident Management

Acting as a technical escalation point for the Technology Service Desk and a bridge to the Infrastructure Team. Reviewing EUD incidents, completing diagnostics, replicating issues and resolving or technically escalating incidents. Ensuring the right resolution path is followed and SLAs are continuously monitored. Flagging any knowledge management opportunities prior to closure.

Problem Management

Owning problem management for EUD, prioritising, monitoring, reporting on and ultimately resolving problems. Continually utilising incident trend analysis to reduce demand on incident management via root cause analysis. Ensuring the lessons learnt from each problem are identified and documented.

Knowledge Management

Creating and maintaining known errors, workarounds, knowledge articles and standard operating procedures. Seeking training and documentation opportunities across Technology Services. Pulling knowledge from the Infrastructure Team and pushing knowledge towards the Technology Service Desk as well as the wider business.

Build, Patch & Device Management

Creating, improving & documenting operating system builds. Ensuring ongoing standardisation, usability & security of the EUD estate. Knowledge of Microsoft Intune & group policy is critical.

 

Mandatory Skills & Knowledge Sought:

• In depth knowledge of Intune and associated policies.
• Working knowledge of O365, users licensing, MFA and troubleshooting.
• Group Policy & Active Directory Troubleshooting.
• Strong desktop support skills with an ability to learn quickly and support end user devices to a second line level.
• Demonstrable experience working with windows operating system images and maintenance.
• Experience of working in an environment aligning to ITIL best practice.
• Experience of patch management.
• Working knowledge of Active Directory.
• Ability to take log files and events then problem solve and root cause analyse issues.
• Strong MS office Skills, particularly Excel.
• Strong problem solving and investigative skills.
• A good understanding of end user device security principals.
• A good understanding of network principals, wireless, switches and ability to complete troubleshooting.
• Android and IOS Skills also for mobile deployment/ troubleshooting

 

Desirable Skills & Knowledge Sought

• Retail technology experience.
• VMWare Experience.
• Microsoft Qualifications.
• CompTIA Qualifications.
• Aruba Wireless experience
• Sophos Central
• Tenable.io
• Zscaler ZIA & ZPA