Desktop Support Analyst

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Cargo Fleet | Middlesbrough
Starting Salary £:
20000 - 23000
Job Description

Altrad UK currently has an opportunity for a Desktop Support Analyst to join their busy team at Cargo Fleet in Middlesbrough.

As part of this primarily office based, you will report to the Group ICT Service Desk team leader, providing 2nd line desktop support to users and systems via telephone, email and remote diagnostic tools. The individual will be expected to keep a record of all incidents / requests in the Service Management Tool and ensure effective communication with other members of the team. There may be a requirement to travel at short notice to other Altrad sites / offices on occasions.

Roles and Responsibilities
  • To provide 2nd line desktop support to users and systems via telephone, email and remote diagnostic tools with emphasis on advanced OS and application troubleshooting.
  • To provide 2nd line network support / troubleshooting including LAN, WAN and wireless, working alongside the Projects team. 
  • To provide 2nd line peripheral and communication support including printers, scanners, phone systems and mobile devices.
  • To take ownership of incidents and problems, be proactive when dealing with user issues / requests and escalate or refer to other internal teams where necessary.
  • To maintain a high degree of customer service for all support queries and adhere to 
  • all Service Management principles.
  • Proactively monitor the service desk looking for potential issues or reoccurring incidents, and ensure these are adequately passed to second and third line teams and \ or reported to management.
  • Providing support to other teams within the ICT department, including but not limited to, assisting the Project team with system, application or hardware rollouts as required. Including new business integrations. Assisting the OSS team onsite if an extra pair of hands are required, configure and post equipment if the OSS team are unavailable.
  • SCCM Desktop Patching, Reviewing, planning and deploying the monthly Microsoft updates to workstations, working alongside the systems administration team. 
  • SCCM Application Management, packaging, testing applications that can be remotely installed via SCCM.
  • Assist and support the ICT Security Manager with routine checks, ad hoc investigations, security reviews and risk mitigation for both internal and external threats. Using Microsoft SCCM, SCEP, O365 Dashboards and other security tools to monitor and protect users and endpoints.
  • Create and update the ICT Knowledge base, ensuring there is documentation to guide our colleges around the world on group processes and standards.
  • To assist in the day-to-day admin of the Group ICT Service Management Tool (HaloITSM), including but not limited to, ensuring the system is always available and functioning as it should be, creating new agent accounts, assist in the coordination patching and update of the application \ server and train new staff in the use of the system. Also support the ongoing improvements of the tool.
Experience Required
  • Microsoft Windows Operating system +      Office 365
  • Office 365 Admin
  • Exchange, ECP and Online
  • Active Directory \ Group Policy management
  • Microsoft Teams
  • Network security, IP addressing, Routing, and DNS 
  • Peripheral Software / Driver Installation, Configuration and Support
  • Experience of supporting and maintaining an enterprise level 
  • infrastructure and network
  • Understanding of Powershell

Personal Skills / Qualifications:    

  • A customer focused attitude
  • Excellent communication, time keeping and self organisational skills
  • At least 2 years experience of Service Desk
  • Ability to work as part of a successful team
  • MCDST / MOS or equivalent experience
  • MCP / MCSE
  • Knowledge / Certification in ITIL
Closing Date
Employment Type:
Client Ref:
Cargo Fleet
TS23 4BX