Desktop Support Analyst

- I am responsible for providing 2nd line IT support to my business colleagues regarding laptops, printers, and meeting room AV equipment. - I provision and support iPhones and iPads for my business colleagues, resolving any associated incidents and service requests. - I handle the provisioning of laptops with VPN, Windows 10, configure user profiles, and provide support during the initial handover. - I cover the IT Tech Bar to assist my colleagues with both pre-booked appointments and "walk-ups." - I produce and act upon monthly reports showing the Microsoft patching status, backups, and antivirus status of laptops, desktops, and meeting room devices, ensuring there are no gaps in security patches and backups, remediating where required. - I ensure the IT Asset register is kept updated with all changes to hardware devices and correlate this with a monthly export from Active Directory. - I make sure incidents and requests from senior management are correctly logged and resolved as a priority, escalating outstanding issues as needed. - I maintain the IT Desktop Local Working Instructions (LWI) documents and create new LWIs where necessary. - I manage the IT Desktop Incident and Request queues in ITSM (via FS.GET or Service Desk), focusing on the root causes of incidents and long-term solutions. - I keep the laptop build image updated with the latest patches and software components.