IT Desktop Support Analyst

Description

• Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.
• Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.
• Acting as client liaison for all Digital Technologyrelated requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.
• Providing valueadded services to the business, working together with the leadership team to drive technology and help transform business activities.
• Managing service tickets, documenting procedures and best practices, adhering to ITIL policies, supporting software asset management, and contributing to a collaborative and inclusive team environment by sharing knowledge and promoting best technology practices.

Requirements

• Ability to maintain high standards in work, carefully reviewing all aspects to ensure accuracy and completeness.
• Experience in hardware support for both PC and Mac, as well as mobile devices including iPhones, iPads, and Samsung models. Proficiency in Microsoft Windows operating systems with some familiarity with Mac OS. Knowledge of Microsoft 365 and its associated services, such as OneDrive for Business and Microsoft Teams. Understanding of video conferencing hardware and software, along with experience in supporting office printers and copiers, which may vary by location.
• Ability to communicate clearly and adapt interpersonal style to connect with diverse stakeholders, fostering open dialogue and collaboration.
• Ability to build positive relationships by understanding needs and delivering valueadded solutions, acting as a trusted partner.
• Experience with ServiceNow or similar IT service management platforms, along with exposure to working in a professional services environment. A strong technical aptitude and a proven ability to learn and apply new skills in a fastpaced setting are essential. Familiarity with industryspecific software solutions such as Autodesk, Bentley, and Trimble, as well as enterprise tools like Adobe, Bluebeam, Cisco, and Symantec, is also desirable.
• Exposure to continuously learning by quickly absorbing new knowledge, adapting to industry trends, and embracing change with resilience in dynamic environments.
• Experience working in a regional or global organisation providing desktop support services in a Microsoft environment.

Benefits

• At Arup, we care about each member’s success, so we can grow together. Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.
• We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes selfdiscovery and allows people time to be creative.
• We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
• We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.
• As a member organisation, everyone shares in our success through a global profit share scheme (payments are dependent on the firm’s financial performance).

Training + Development

Interview process

Visa Sponsorship

Security clearance