Desktop Support Analyst - The Works - IT

Job Description

Desktop Support AnalystThe Works is a unique place towell work!Were the UKs leading familyfriendly retailer of value gifts, arts, crafts, toys, books and stationery.With over 530 stores nationwide together with a brilliant online store, werehere to offer our customers a unique and enjoyable shopping experience, builton our core principles of value, variety and quality.Were a proactive and hardworkingbunch. Weve built an environment thats busy, fast-moving and full of energy.Our atmosphere is welcoming, friendly and inclusive. If youre the kind ofperson whos as crafty, caring and can-do as we are, then this is the kind ofculture for you.About the RoleReporting into the Head ofSystems, Services & Operations you will play a crucial role in deliveringoutstanding desktop support to your colleagues across Stores, DistributionCentre (DC) and Support Centre (SC) as well as our ecommerce website.Youre a natural communicator whoenjoys keeping your colleagues in the loop, ensuring they feel their issues areunderstood and giving them the confidence that the issues will be resolved. Youthrive on seeing incidents and problems through to resolution, spotting trendsand holding yourself to the highest best practice standards. You keep up todate with technology; enjoy getting into the detail and owning issues.This is an exciting opportunityfor an ambitious, technically strong and solution focused Desktop SupportAnalyst to join our evolving Technology Services team.The purpose of the role is torespond effectively to incidents and requests restoring service or fulfillingrequests as quickly as possible whilst communicating with all relevantstakeholders. Providing cover for the Technology Service Desk as required. Toprovide a problem management function for the end user device (EUD) estate. Todrive EUD standardisation, documentation, performance and knowledge both withinTechnology Services and the wider business.The keyresponsibilities are:Intune ManagementAs the resident subject matterexpert in Intune you will work with Infrastructure to maintain, improve andmonitor Intune and the associated services.Incident ManagementActing as a technical escalationpoint for the Technology Service Desk and a bridge to the Infrastructure Team.Reviewing EUD incidents, completing diagnostics, replicating issues andresolving or technically escalating incidents. Ensuring the right resolutionpath is followed and SLAs are continuously monitored. Flagging any knowledgemanagement opportunities prior to closure.Problem ManagementOwning problem management for EUD,prioritising, monitoring, reporting on and ultimately resolving problems.Continually utilising incident trend analysis to reduce demand on incidentmanagement via root cause analysis. Ensuring the lessons learnt from eachproblem are identified and documented.Knowledge ManagementCreating and maintaining knownerrors, workarounds, knowledge articles and standard operating procedures.Seeking training and documentation opportunities across Technology Services.Pulling knowledge from the Infrastructure Team and pushing knowledge towardsthe Technology Service Desk as well as the wider business.Build, Patch & DeviceManagementCreating, 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 andassociated policies.
• Working knowledge of O365, userslicensing, MFA and troubleshooting.
• Group Policy & ActiveDirectory Troubleshooting.
• Strong desktop support skills withan ability to learn quickly and support end user devices to a second linelevel.
• Demonstrable experience workingwith windows operating system images and maintenance.
• Experience of working in anenvironment aligning to ITIL best practice.
• Experience of patch management.
• Working knowledge of ActiveDirectory.
• Ability to take log files andevents then problem solve and root cause analyse issues.
• Strong MS office Skills,particularly Excel.
• Strong problem solving andinvestigative skills.
• A good understanding of end userdevice security principals.
• A good understanding of networkprincipals, wireless, switches and ability to complete troubleshooting.
• Android and IOS Skills also formobile 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