Onsite Senior Technical Analyst, IT Infrastructure Services

Role overview

Key responsibilities

• Provide first- and second-line support, advice, and training for end-user software and hardware.
• Support users at Tech Bars, workstations, Deloitte offices, and external event venues.
• Provide occasional out-of-hours support for major incidents, business-critical support, and equipment or infrastructure testing.
• Record incidents and service requests in ServiceNow, adhere to SLAs, manage queues, prioritize tasks, and keep users informed.
• Set up, configure, and maintain Windows PCs, Apple Macs, mobile devices, printers, and remote connectivity tools.
• Maintain accurate CMDB asset records and statuses for office assets and devices assigned to practitioners.
• Travel occasionally to other UK offices for events or colleague cover.
• Check office IT/AV equipment and assist with setups for events and meetings.
• Maintain IT stock, refresh devices for compliance, and arrange collection or disposal of end-of-device-life equipment.
• Collaborate with other IT services departments and help ensure IT security compliance.

Essential skills and experience

• Knowledge of Microsoft Windows 10, Microsoft Office/O365, Teams, Active Directory, ServiceNow, networking, Citrix, Zoom, and Skype for Business.
• Knowledge of Apple Mac hardware and macOS, including up to three generations of devices and operating systems.
• Proficiency with end-user technology, including Windows PCs, Apple Macs, iPhone devices, software applications, and peripherals.
• Experience and skills to troubleshoot and resolve user issues and service requests.

Work setting

• The work focuses on on-site support at Deloitte offices and event venues, with remote support also provided.
• Occasional travel to other Deloitte offices in the UK may be required.

About Deloitte