Onsite Senior Technical Analyst, IT Infrastructure Services

• You will be here to help and support end users both office based and remotely with their software and hardware needs, providing advice and training to improve efficiency
• You will work at the Tech Bar or local workstation in Deloitte offices or at external event venues, providing support and assistance to users who have tech related issues
• Occasionally required to provide out of hours business support with Major incident or business critical support, testing of equipment or infrastructure activities
• Accurately record and update details of incidents and service requests using the ServiceNow ITSM tool and adhere to the relevant SLAs
• You will be responsible for managing the support queues, prioritizing tasks, and making sure users are kept informed in a timely manner, following the right procedures
• Maintaining a high level of customer satisfaction across the business, ensuring a professional, friendly, and approachable manner at all times, even under pressure
• You will be involved in setting up, configuring, and maintaining various devices like Windows PC's, Apple Macintosh, Mobile devices and printer hardware and utilizing remote connectivity tools
• Ensure our CMDB is accurately updated and reflects the correct statuses for assets within your office location and those assigned to our practitioners
• Occasionally, you may need to travel to other Deloitte offices in the UK to support events or cover colleagues who are on vacation or sick
• Conduct regular checks of IT/AV equipment in the offices and occasionally be involved in IT/AV setups and support for events or meetings.
• Responsible for maintaining IT stock levels within your office and regularly refreshing the devices to ensure compliance, and arranging disposals or collections for EOD devices.
• We encourage you to show initiative by following procedures and working with our systems and processes to get the job done efficiently. The focus will be delivering exceptional on-site support to all members of our firm
• Collaboration with other IT services departments is essential to maintain a culture of quality and teamwork
• You will play a crucial role in ensuring that our IT security meets the necessary compliance standards

Connect to your skills and professional experience

The purpose of this role is to provide high quality technical support to business end users either 'face to face' from Deloitte offices or hosted events and remotely., Reporting to the Support Services Supervisor, the Senior Technical Analyst (Senior TA) will be proficient with the key end user technology including Windows PCs, Apple Mac's and iPhone devices as well as a range of key software applications and end user peripherals. The senior technical analysts must use their experience and skills to troubleshoot and resolve user issues and service requests.

Do you have experience in iOS?, * Applicants should have a knowledge and understanding of the following key software and hardware

• Microsoft Windows 10, Microsoft Office/O365, Teams, AD, ServiceNow, Network, Citrix, Zoom and Skype for Business
• MacBook OS: Up to 3 generations and OS. JAMF, In-Tune and iOS devices
• Excellent troubleshooting & strong customer service skills

• Demonstrable experience providing face to face and remote technical support to Business End Users of all levels of seniority.
• High level of proficiency in using industry leading ITSM and CMDB tools such as ServiceNow to capture and manage all incidents and requests.
• Demonstrable experience of working in a small team of skill technical operatives managing shared work queues and bookable scheduling systems.
• Strong written and verbal communication skills with the ability to effectively present information and articulate to business users at all levels.

Desirable

• ITIL Foundation, Service Operations
• ServiceNow Practitioner certification

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