Tech Desk Support Analyst

In this role, based permanently onsite across our South Wales Offices, you will be the first point of contact for employees seeking technical assistance, offering immediate support with a friendly and professional manner. Your main objective will be to ensure a seamless and efficient resolution of technical issues, by putting our customer at the core of our operating model to deliver a high-quality service and ensure the customer journey provides a 'platinum' experience at every touchpoint. Our endpoint estate consists of a large (predominately Dell) laptop estate with a number of virtual devices (AVD/pVDI/VDI). A range of systems which manage/provision the endpoints, protect our users from emerging threats and provide a consistent user experience across a range of personas: Frontline operatives, Backoffice service staff, Executives, Contractors, Remote workers etc. Technology and services include Endpoint Management tooling (Intune, SCCM), Microsoft 365 (Intune, Autopilot, Modern Management), Group Policy Management, AppLocker, Security Hardening (CIS etc), VMware Horizon and OS deployments.

Key Responsibilities

• Act as the first point of contact for onsite support: Assist employees with hardware, software, and peripheral issues in person and take accountability for resolution of their issues.

• Provide high standard of customer support with a focus on Incident and Request management, ensuring that the work queues are prioritised, and tickets dealt with in a timely manner to ensure accurate tracking and reporting, whilst providing excellent customer service and building positive relationships with employees seeking assistance.

• Take ownership of issues by diagnosing technical problems and determine the best solutions based on the issues presented, engagement with 3rd party support (where appropriate) and ensure the customer is informed throughout.

• Maintaining our end user technical estate involves not only ensuring the functionality and performance of the hardware and software but also proactively managing and upgrading systems as needed.

• Ensure EUC assets are accurately maintained within the CMDB throughout their lifecycle and managed securely.

• Actively seek resolution to problems and ensure knowledge is updated and shared across the wider teams.

• Collaborate with the Service Desk Team to drive innovation and work as one unified accountable team.

• Ensure that continuous service improvements are a key focus.

• Engage with the wider IT Support Teams, in order to obtain correct outcomes, coordinate resolutions and knowledge sharing.

• Educate employees on best practices for using technology and software applications effectively.

• Prepared to attend meetings and engage, contribute, and communicate back to the wider teams.

• Support our Meeting room Technology to ensure users impact is kept to a minimum. • Any additional duties required as part of the role.

Experience and Skills Required

Essential:

• An understanding of:

1. Group policy, Windows and MAC OS build and deployment.
2. Active directory.
3. Patching and deployment methods

• Good technical knowledge of Microsoft products including Windows 10, Windows Server, Azure and Domain Local Active Directory and Exchange.

• Experience of working to SLA’s and OLA’s.

• Strong Organisational skills.

• Flexibility to meet customer needs.

• Keen focus on service and the continuous improvement of service.

• Confident and capable in both a team environment and working on own initiative.

• Effective communication skills working with both IT and non-IT colleagues.

• A proven ability to evaluate and prioritise work schedules according to business risk and priorities.

• Excellent time management.

• Ability to work under pressure.

Desirable:

• ITIL Foundation.

• Experience using ITSM tooling.

• JAMF Certification – MAC estate.

• Awareness of Asset Management.

• Relationship building skills and client facing experience.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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