Deskside Support Analyst
The successful candidate will be part of a hardworking and professional team that delivers a quality service for a demanding customer base.
Working to Service Level Agreements and meeting expectations in a busy environment, you will be a proactive member of the team and maintain excellent customer relationships at all times.
Strong team skills are essential, being able to respond to TopDesks incidents and requests in a prompt manner and provide help and support as needed.
Understanding the importance of maintaining accurate records using software tools including TopDesk ITSM and Asset Management. Following processes and not deviating from agreed work methods especially during busy periods.
Excellent time management and the skills to manage your own workload are essential, as is the ability to work independently and as a member of a team.
The role will be multi-faceted, providing technical support and administration to the user base and also understanding the importance of, and taking responsibility for Asset Management for all devices you work with.
The primary role will be supporting laptops, mobiles, tablets and other devices in a mixed environment with a wide range of technology.
Receiving and deploying IT equipment. Decommissioning and disposing of obsolete equipment. Recording all changes with records kept accurate and up-to date.
Also taking on tasks such as laptop builds, office installations, deploying laptop and mobile devices and all other types of PC support duties.
The successful candidate must be prepared to undertake a degree of physical activity including lifting boxes, moving and installing equipment. There will also be a need to work across both boroughs when needed.
- Experience working with an IT service management tool such as TopDesk.
- Excellent technical knowledge with strong IT troubleshooting skills.
- Strong knowledge of PC and laptop technology, both hardware and software.
- Previous experience supporting Office 365 in a Windows 10 environment.
- Knowledge of Android operating systems.
- Experience configuring mobile devices using InTune.
- Excellent knowledge and a proven track record with supporting mobile devices such as mobile phones and iPads.
- Ability to manage Apple devices using ABM.
- Working knowledge of IT peripherals such as printers and scanners.
- Working knowledge of the various types of PC connectivity.
- Experience supporting mobile workers and home workers using a Virtual Private Network.
- Experience in administering user and computer accounts in Active Directory
- Experience deploying applications and troubleshooting SCCM.
- Experience of Asset Management using TopDesk asset management, or a similar system.
- Experience of building large numbers of laptops to various specification over the network.
- Decommissioning, collecting old IT equipment for disposal or reuse.
- Knowledge of configuring and deploying laptops, mobile phones and iPads to users.
- The ability to carry out installations, moves, adds and changes (IMAC) duties. Moving and lifting equipment is part of this role.
The team you will be joining is the Deskside Support Team who cover IT support, and delivery of IT services to our user base across Richmond and Wandsworth Boroughs.
We are hard working, professional and our aim is to deliver a quality service and maintain a strong customer focus.
Team members are friendly, positive in their approach with excellent work ethics and team skills.
The successful candidate will be joining a team where they can gain a great deal of knowledge and exposure to different aspects of IT, and will benefit from a shared knowledge and expertise within the department.
This position is primarily based in Wandsworth though there will be occasion to cover support duties in Twickenham when required.
At Richmond and Wandsworth Councils, we care more about how you work and what you achieve, rather than where you work on any given day. The difference you can make to our local communities is what really matters most to us, service delivery must always come first. We have carefully considered agile ways of working to provide the best experience for residents, stakeholders and our staff. Our agile working strategy actively supports and encourages a dynamic work environment and daily working experience. Agile working helps put the needs of our staff at the centre of everything we do, so if specific flexible working arrangements helps you with this, feel free to let us know.
Your wellbeing and the flexible way in which you can work is and will remain a key priority for Richmond and Wandsworth Councils. We want you to thrive and feel empowered in your work!
We recognise the importance of a good balance between work and home life so we do everything we can to accommodate flexible working. We also offer a generous holiday allowance of 39 paid days (pro rata) including bank holidays and a wide range of learning and development opportunities.
In addition, we offer a comprehensive range of staff benefits such as membership of the Local Government pension scheme, childcare vouchers, new technology scheme, interest-free loans on annual travel cards, discounts with many leisure activities, restaurants, shops and other establishments.
As a team we work a standard 36 hours per week, 7.2 hours per day covering Monday to Friday. We provide support cover between 8am and 6pm weekdays meaning shift work will be part of the role.
Indicative Recruitment Timeline:
Closing Date: 26th March 2023
Shortlisting Date: W/C 27th March 2023
Interview Date: W/C 3rd April 2023
The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.
Please note that the advertised dates for interviews may change due to the current Covid-19 situation. If they do, we will let you know as soon as possible. Your health and wellbeing is our top priority. Should you become unwell due to Covid-19 during the recruitment process we would very much appreciate receiving an update from you as soon as possible.
Richmond and Wandsworth Councils are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.
The application process for this campaign will be anonymised.
We are proud to be a Disability Confident employer.
Richmond and Wandsworth Councils are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.