Sr. IT Customer Support Analyst

Title:

Sr. IT Customer Support Analyst

About the Role

As an IT Desktop Support Technician, you will be responsible for configuring, delivering, and maintaining IT equipment while providing first-class support to our end users, both in-office and remotely. You’ll be an essential part of the team, ensuring smooth IT operations and assisting with hardware, software, and mobile device support.

Roles and Responsibilities

• Complete desktop configuration, prepare equipment for deployment to end users.
• Delivery and installation of desktop assets and peripherals to end users.
• Assist with Desktop Incident Management support to users who are based in the office or working remotely.
• Assist in moving users between office locations. Cabling, desktop configuration, patching, etc.
• Build/image/configure PCs for deployment to users, following standard processes.
• Assist with disposal, delivery and returns processes as required.
• Assist with support of corporate mobile phones
• Assist with support on hardware for meeting rooms
• Provide assistance to users with KBR\ASPIRE Apps and MFA on personal devices
• Physical movement of hardware equipment is required as part of the role (i.e. moving around office, into and out of storerooms, carrying where appropriate, etc.).
• Always follow KBR IT processes for delivery and support. Ensures work is performed in accordance to company policies, standards, and procedures.
• Escalates incidents not resolved within established service levels.
• Maintain good relationships with other staff and promote good morale
• Be a reliable source of IT information for users.
• Follow Health & Safety regulations at all times (Lifting, driving, working within warehouse and storerooms etc.)

What we’re looking for

• Minimum Bachelor's degree in Information Technology, Information Systems, Computer Engineering, or a related field.
• Minimum of 3-5 years of experience in Desktop Support or IT Support, with a strong understanding of hardware and software troubleshooting, and experience supporting multiple operating systems.
• Good understanding of operating systems and Microsoft applications. Specifically, Windows 10 /11 and MS Teams.
• Knowledge of imaging/building of PCs with MECM/CM or similar
• Good communication skills and good written and spoken English