Desktop Support Analyst

make it cheaper
12 Feb 2017
12 Mar 2017
Contract Type
Full Time

Here at Make It Cheaper our purpose is to put a smile on the faces of British businesses through switching and saving made easy. As a Desktop Support Analyst your purpose is to keep our people smiling by making IT easy and NOT switching…it off and on again! Based at our lively and vibrant office in Central London you'll be on hand to help with issues, problems, questions while also helping and supporting ongoing projects. It's a fast moving, ever changing environment where we're constantly looking to improve how we do things and every voice in the team will be heard. Everyone can (and will) make a difference!

In the role of Desktop Support Analyst you'll be part of a team of three reporting to the IT Operations Manager and supporting an office of 200+ people. You'll need excellent people and communication skills, a technical aptitude, to be a great problem solver and have a passion to learn and grow. A can do attitude will get you far but a will do attitude will get you even further and we’ll support you on that journey.

Duties and Responsibilities:

  • Answer queries from users and ensure they are logged
  • Support the business and ensure any IT issues are resolved quickly and effectively
  • Use Zendesk and ensure calls are picked up in a timely fashion and managed to resolution
  • Make sure the correct equipment and tools are in place so users can work effectively
  • Perform scheduled checks to identify any potential issues and proactively resolve them
  • Work with selected suppliers and manage the relationship to make sure we get good prices
  • Raise POs, order and receive purchases
  • Escalate any issues in a timely manner where needed
  • Set up new starters on all systems and ensure hardware is in place for them when they start
  • Administrate the door entry system and ensure new starters and leavers are processed
  • Active Directory administration - account set up and deletion, security groups, distribution groups, password resets
  • Supporting desktop hardware and peripherals
  • Software support for MS Office applications, Cisco Call Manager, IP Communicator, Zeacom Call Manager (soft phone) and other applications
  • Working with suppliers for hardware and software purchasing
  • Hardware and software license management
  • Daily system checks and helping with the administration of monitoring systems (Nagios/Check_MK)
  • Responding to alerts and escalating issues to the correct people
  • Desktop maintenance - imaging/reimaging where needed, replacement and supporting desk moves
  • Managing WSUS and update management processes


  • Has been in a Service Desk Analyst or similar role for 1-2 years minimum
  • Has experience with MS Technologies and Software including: Active Directory, DNS, DHCP, Exchange 2007 or Office365, Server 2008 & 2012, Office 2010 & 2013, Windows 7 & Windows 10
  • Has desktop hardware support experience
  • Has had exposure to monitoring systems (Nagios/Check_MK or similar)
  • Has experience supporting softphone technologies