Desktop Support Analyst

Dentsu Aegis Network Ltd.
London (Greater)
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

2nd line desktop support analyst working for some of the top media agencies in the UK. Dentsu Aegis Network (DAN) own a number of agencies in differing media disciplines. You will have the opportunity to work with the latest technology in a varied and challenging environment with a great deal of development potential.

Someone who has worked in the media industry before would be ideal for the role. This is a new role with a focus on requests though work on Incidents will be required to support the Deskside team. You will be required to communicate with the rest of the team, managers and users to keep informed and updated. You will also be required to meet the expectations of the role as defined below.

Main Responsibilities

Reporting into the Head Office/London Office support manager, you will need to:

  • Build and deploy Windows and Mac hardware for new joiner laptops and laptop upgrades
  • Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk
  • Manage leaver equipment returns
  • Setting up internal/client meetings, Polycom units and conference calls
  • Monitor progress of call resolution within the agreed SLA guidelines
  • Take responsibility for calls assigned to 2nd line queue in the first instance or directly to you
  • Manage calls with 3rd party suppliers where necessary through to closure
  • Escalate calls where necessary to the Head Office/London Office support manager, report on status of outstanding calls
  • Provide support for desktops, laptops, MACs, printers, mobile devices including phone and tablets, peripherals and other hardware support where necessary, or escalate to 3rd party hardware support
  • Provide documentation when changes occur, bug fixes found or new items introduced into the environment
  • Any other tasks or projects assigned by the Desktop support manager

Essential Technical Skills

  • 2 years’ hands-on experience of Microsoft desktop environments
  • 2 years’ hands-on experience of Apple Mac hardware and Mac OS 10.8 – 10.13
  • Good knowledge of:
    • Windows 10 OS
    • Microsoft Office 2016, Office 365 & Skype for Business
    • Internet Explorer/Chrome web browsers
    • Hardware and Peripherals
    • Mobile devices

Useful Skills

  • Exposure to:
    • Call Management Systems, especially Service Now
    • Skype for business conferencing/enterprise voice
    • Windows mobile, iOS and Android devices
    • Audio visual systems (TV/Projector systems)
    • SCCM

Essential Personal Qualities and Knowledge

  • Ability to communicate effectively with members of the support team, customers and 3rd parties
  • Ambitious, articulate person, with a desire to progress their career
  • Excellent customer skills
  • Well presented
  • Ability to stay calm under pressure
  • Organised approach to work
  • Ability to manage multiple tasks at the same time
  • Positive and adaptable attitude

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