Onsite Senior Technical Analyst, IT Infrastructure Services

In this role you provide high-quality IT end-user support from Deloitte offices or events, handling hardware and software issues and training users. You’ll work in a hybrid setup across UK locations, collaborating with stakeholders and other IT teams to maintain service quality. You’ll troubleshoot, resolve incidents, and manage queues and CMDB accuracy, with opportunities to grow and take on increasing responsibilities.

• hybrid working policy
• return-to-work coaching and support
• world-class development and skills growth
• focus on wellbeing
• collaboration across IT and business
• flexible working arrangements

• Provide 1st/2nd line end-user support for software and hardware, including training to improve efficiency
• Support users at Tech Bar, offices, and events, addressing IT-related issues
• Occasionally offer out-of-hours support and assist with major incidents
• Record incidents and requests in ServiceNow and adhere to SLAs
• Manage support queues, prioritize tasks, and keep users informed
• Maintain professional, friendly customer service, even under pressure
• Configure and maintain Windows PCs, Mac devices, mobile devices, and printers; use remote connectivity tools
• Keep CMDB updated with accurate asset statuses for offices and practitioners
• Travel to other Deloitte offices in the UK for events or coverage
• Perform IT/AV checks and support for events or meetings; manage IT stock and device refreshes
• Collaborate with IT services teams to maintain quality and security compliance
• Assist in IT security compliance efforts and follow procedures for efficiency
• Deliver on-site IT support to firm members and contribute to a culture of excellence
• Support a hybrid working policy with flexible, blended in-office and remote work

• Microsoft Windows 10; Office 365; Teams; AD; ServiceNow; Network; Citrix; Zoom; Skype for Business
• MacBook OS up to 3 generations; JAMF; In-Tune; iOS devices
• Excellent troubleshooting and customer service skills
• Experience providing face-to-face and remote technical support to business end users of varied seniority
• Proficiency with ITSM and CMDB tools (e.g., ServiceNow)
• Experience working in a small team with shared queues and scheduling systems
• Strong written and verbal communication skills for stakeholder engagement
• Desirable: ITIL Foundation; Service Operations; ServiceNow Practitioner certification
• Knowledge across end-user technologies and software ecosystems

• customer service orientation
• clear communication
• team collaboration
• calm under pressure
• Windows 10; Office 365; Teams; AD; ServiceNow; Network; Citrix; Zoom; Skype for Business
• MacOS (up to 3 generations); JAMF; In-Tune; iOS device management