At a Glance
- Tasks: Provide top-notch IT support and enhance our modern Microsoft environment.
- Company: Join a vibrant firm of Chartered Accountants in the heart of London.
- Benefits: Enjoy private medical insurance, generous leave, and fun social events.
- Other info: Flexible hybrid working after probation and a dynamic office culture.
- Why this job: Make a real impact while working with cutting-edge technology in a supportive team.
- Qualifications: Experience in IT support, especially with Microsoft 365 and Windows 11.
The predicted salary is between 35000 - 45000 £ per year.
Who Are We?
SRLV are a medium-sized firm of Chartered Accountants and Business Advisors based in Fitzrovia, a vibrant and exciting spot in Central London. We work across a variety of exciting industries including Music, Entertainment, Media and Sport, providing services to high profile individuals, owner managed businesses, listed companies and international entities. We focus on people as individuals, allowing and supporting you to grow and develop within our firm. We value our differences and know that diversity across our team is what enables us to deliver the best service for our clients. We are committed to ensuring that everyone at SRLV feels they can bring their full selves to work and can thrive in an inclusive and safe space.
The Role
An exciting opportunity has arisen for an IT Modern Workplace Support Analyst. The successful candidate will provide high quality deskside and remote technical support whilst helping to manage and enhance the firm’s modern Microsoft endpoint environment. This business facing role is primarily focused on providing first and second line support for all IT related requests and issues within the Service Desk team. This includes the logging of incidents and carrying out investigations of both software/hardware issues all the way through to resolution, and escalation where appropriate. In addition to IT support responsibilities, the role will also support Microsoft Intune administration, Windows Autopilot deployments, application packaging and deployment activities.
Duties and Responsibilities
- Work with the current Support Analyst to provide first and second line desktop support for the Service Desk, based on a rotating shift pattern covering core support hours between 08:00 and 18:00
- Accurately record all details of all calls (via telephone or email) on the ITSM application and pro-actively manage the call queue on a regular basis
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Work with the IT Team, Managed Service Provider and third-party vendors to solve complex problems
- Update and maintain the IT asset database whilst ensuring a high degree of accuracy
- Support the firm’s laptop environment with Windows 11 and Microsoft 365 desktop applications
- Provide support for key business applications (including regular updates which will involve some out-of-hours work), such as CCH Practice Management/Personal Tax, Alphatax, Caseware Audit/Accounts Production, Intapp Documents and FibreCRM
- Package, test, deploy, maintain, and troubleshoot desktop applications using Microsoft Intune and endpoint management technologies
- Support Windows Autopilot provisioning and endpoint lifecycle management processes
- Provide remote assistance to support staff and partners working away from the office
- Provide support for the cloud hosted Teams telephony solution and support of audio-visual systems in meeting rooms
- Support new and existing users in the effective use of the firm’s IT systems by providing necessary training and advice including induction training for new staff
- Follow and maintain departmental processes, including laptop/smartphone deployments and joiners, movers and leavers
- Assist the IT Manager with the implementation of new projects
Required Experience and Skills
- Approximately five plus years’ experience providing first and second line IT support within a Microsoft-based environment
- Experience using an IT service management (ITSM) tool or ticketing systems for incidents, requests, and change management
- Strong troubleshooting skills across desktop hardware, laptops, printers, smartphone devices
- Experience supporting Microsoft 365 applications and services, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive and SharePoint
- Good working knowledge of Windows 11, Azure Virtual Desktop and desktop support best practices
- Experience managing users and devices within Microsoft Intune and Entra ID is essential
- Experience packaging, deploying, updating, and troubleshooting applications using Microsoft Intune and related endpoint management technologies
- Understanding of device build, imaging, and software deployment processes, including Windows Autopilot
- Good documentation and organisational skills, including maintaining accurate support records and technical procedures
- Strong customer service and communication skills, with the ability to explain technical issues to non-technical users
- A good understanding of fundamental networking concepts and troubleshooting
Desirable Skills and Qualifications
- Previous experience providing IT support within the accountancy or wider professional services sectors would be highly advantageous
- Relevant vendor certifications or equivalent experience in Microsoft 365, Intune, or desktop support environments
- ITIL Foundation
BENEFITS
- Fantastic private medical insurance
- 23 days annual leave plus bank holidays and 3 additional days over the December holidays
- 3% Pension contribution
- Cashback scheme for medical expenses
- Group Life Insurance
- Mental and Physical Health Support
- Regular social events and activities – including pizza, breakfast and/or drinks on the rooftop terrace, office, or local venues
- Cycle to work scheme
- Season ticket loans
- Workplace nursery scheme
- Excellent office space in Fitzrovia
ADDITIONAL INFORMATION
Hours: On a rota to cover 08:00 - 18:00 Hybrid working once probation is completed
IT Modern Workspace Support Analyst in London employer: SRLV
At SRLV, we pride ourselves on being a supportive and inclusive employer, offering a vibrant work environment in the heart of Fitzrovia, London. Our commitment to employee growth is reflected in our diverse culture, where every team member is encouraged to thrive and develop their skills, particularly in the exciting field of IT support. With excellent benefits such as private medical insurance, generous leave, and regular social events, we ensure that our employees feel valued and engaged while contributing to high-profile projects across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land IT Modern Workspace Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Show off your skills! If you’ve got experience with Microsoft Intune or Windows 11, make sure to highlight that in conversations. Bring examples of how you've solved problems in the past to demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at SRLV.
We think you need these skills to ace IT Modern Workspace Support Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Modern Workspace Support Analyst role. Highlight your experience with Microsoft 365, Windows 11, and any relevant IT support roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Don't forget to mention your customer service skills and any experience with ITIL principles.
Show Off Your Technical Skills:In your application, be sure to showcase your technical skills, especially around troubleshooting and supporting Microsoft applications. We love candidates who can demonstrate their problem-solving abilities and technical know-how!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at SRLV
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, Microsoft 365 applications, and Intune. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tech but can also handle real-world issues.
✨Demonstrate Your Customer Service Skills
Since this role involves a lot of user interaction, be prepared to share examples of how you've provided excellent customer service in previous positions. Think about specific situations where you resolved user issues effectively and how you communicated technical information to non-technical users.
✨Familiarise Yourself with ITIL Principles
Even if you're not ITIL certified, having a good understanding of ITIL principles can set you apart. Be ready to discuss how you've applied these principles in your work, especially in managing incidents and requests. This shows that you value structured processes and can contribute to the team's efficiency.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the technologies they use, and their approach to professional development. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.
