Desktop Support Analyst (Associate III - Cloud Infrastructure Services)

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Join to apply for the Desktop Support Analyst (Associate III – Cloud Infrastructure Services) role at UST

Desktop Support Analyst

UST is looking for talented and Desktop Support Analysts to manage large-scale infrastructure support. The role involves working with one of our clients in London.

The ideal candidate should be able to work creatively and analytically in problem-solving environments. Excellent written and verbal communication skills are required, along with the ability to collaborate effectively with domain experts and IT leadership.

Responsibilities

1. Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break-fix desktop support across Windows and Apple Mac devices, mobile phones, and peripherals.
2. Maintain, support, and resolve issues related to workstation operating systems, applications, and hardware.
3. Perform daily checks, maintain, support, and resolve connectivity issues for VC equipment, printers, scanners, and MFDs.
4. Expedite support for nominated VIPs at campus sites on a best-effort basis.
5. Provide 1st and 2nd line support via the TechStop service.
6. Act as the visible face of IT support, liaising with end users to set customer expectations and manage issues to resolution.
7. Provide regular updates to tickets in the ticketing system, ensuring stakeholders are informed about the status.
8. Manage ticket response and resolution within SLA timelines.
9. Manage stock inventory for hardware replacements and support requests.
10. Attend and contribute to meetings related to business processes and service delivery.
11. Maintain knowledge articles on the infrastructure wiki in Confluence to support knowledge sharing and service streamlining.
12. Validate stock management processes and communicate stock levels monthly.
13. Provide onsite support for tasks or issues that cannot be handled remotely.
14. Coordinate with manufacturers, third-party vendors, and resolver teams for hardware support and spares acquisition.

Requirements

1. Minimum of 2 years’ experience in large-scale infrastructure EUC management.
2. VIP support experience.
3. Good knowledge of IMACD processes.
4. Proficiency in Windows (10/11), Mac OS, iOS, and Android.
5. Knowledge of SCCM or similar imaging tools.
6. ITSM knowledge for handling service requests and incidents.
7. Experience with ticketing tools like ServiceNow or Remedy.
8. Experience with Intune or other MDM solutions.
9. Software and application troubleshooting skills.
10. Proficiency in Microsoft Office 365.

Skills

IT Infrastructure Management, ITSM, SCCM

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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