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.

• 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

Connect to your Industry

A really great opportunity to work within a lively environment and diverse team, spread across UK developing your skills, knowledge, and career further. You will face new challenges every day providing you the perfect opportunity to learn new skills and knowledge. You will be actively involved in providing 1/2nd line support at our Deloitte offices and events where you can showcase your technical abilities. The opportunity to expand your professional network is also attractive as you will engage with stakeholders at all grades either providing support or delivering projects. The management team will have an active interest in your development and career offering you the right opportunities to progress if you demonstrate the correct values and attitude.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most., Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your “Immediate Family Members” are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further details as you progress through the recruitment process, or you can contact the Independence team upon request.

Connect with your colleagues

“It’s such an inspiring place to work; everyone you talk to is working on something interesting. There are always so many exciting things to get involved with that it is a challenge to prioritise where to spend your time. Everyone always says, “it’s the people,” and that’s true.” - Deloitte employee, For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.