Job Description:

We are looking for an experienced IT Support and Digital Workplace Analyst to work for an established organisation based in Hertfordshire

This is an excellent opportunity for an IT Support Analyst or Desktop Support Engineer who enjoys hands-on troubleshooting, working directly with users and improving the overall technology experience across a business.

The role combines traditional 1st and 2nd Line IT Support with Microsoft 365, end-user computing and meeting-room Audio Visual (AV) technology. You'll be responsible for ensuring employees have access to reliable, effective workplace technology, whether working in the office, remotely or collaborating through Microsoft Teams.

Key Responsibilities

• Provide 1st and 2nd Line technical support across Windows devices, Microsoft 365, applications, hardware and peripherals.
• Troubleshoot and resolve incidents relating to laptops, desktops, mobile devices, connectivity and workplace technology.
• Support meeting-room AV equipment, including displays, cameras, microphones, speakers and video conferencing systems.
• Provide hands-on technical support for Microsoft Teams meetings, presentations and business-critical events.
• Deliver desk-side, remote and walk-up IT support, ensuring a positive end-user experience.
• Manage incidents and service requests through an ITSM platform, taking ownership through to resolution.
• Configure, deploy and maintain end-user devices, supporting onboarding, offboarding and hardware refresh activities.
• Identify recurring technical issues and contribute to problem management and service improvements.
• Work collaboratively with infrastructure, security and other technical teams to resolve complex issues.
• Support Digital Employee Experience initiatives, helping improve the reliability, usability and performance of workplace technology.

Essential Skills & Experience

• Previous experience in a 1st/2nd Line IT Support, Desktop Support, Service Desk or End User Computing role.
• Strong troubleshooting experience across Windows operating systems, laptops, desktops and peripherals.
• Experience supporting Microsoft 365 applications, including Outlook, Teams and associated collaboration tools.
• Practical experience supporting meeting-room AV equipment or video conferencing technology.
• Experience using an ITSM or ticketing system to manage incidents and service requests.
• Good understanding of basic networking, including Wi-Fi, IP connectivity and troubleshooting.
• Strong communication and customer service skills, with the ability to support users at all levels.
• A proactive approach to problem-solving, with the ability to take ownership of issues through to resolution.

Desirable Experience

• Microsoft Intune / Endpoint Manager.
• Microsoft Entra ID (Azure Active Directory).
• Microsoft Teams Rooms and associated AV technology.
• Mobile device management and support.
• ITIL processes and service management best practices.
• IT asset management, hardware deployment and device lifecycle support.
• Experience working within a multi-site or hybrid-working environment.

If you have skills we are looking for and would like more information, please send your CV

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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