Senior Service Desk & IT Support Analyst

Senior Service Desk & IT Support Analyst

Our Technology & Security Function is currently undergoing expansion, and we are seeking an experienced Senior Service Desk & IT Support Analyst to join our team. As an integral member of our End User Technical Support Team, you will be responsible for delivering high-quality IT support solutions to 600 local and remote users across a dynamic, technology-focused, professional services environment. Operating at a Senior Analyst level, you will be a Technical SME with responsibilities that include providing compliant IT solutions and managing complex incidents. You will support team members and leadership with endpoint and identity management activities, contributing to ongoing enhancement of Deloitte’s IT service delivery model.

Core Objectives of the Role:

• Incident and Request Management: Serve as the primary point of contact for IT support, managing the full lifecycle of incidents and requests to resolution with adherence to SLAs.
• Advanced Technical Support: Provide expert remote and on-site technical support for a wide range of hardware, software, and mobile devices issues.
• Identity and Access Administration: Managed accounts, access rights, and mailboxes across AD/ Entra ID and M365 estates, following Join-Move-Leave(JML) processes.
• Endpoints: Manage endpoint configuration, compliance, and security policies using tools like MS Intune, provisioning, patching, and licensing devices.
• M365 Admin: Advanced troubleshooting of M365 suite (incl Exchange Online, MS Teams, OneDrive,..) and support related security capabilities, such as Defender, DLP, & MFA.
• IT Asset Compliance: Contribute to IT asset management, scheduled maintenance, patch compliance, and support IT security compliance initiatives required as part of ISO 22301, ISO 27701, ISO 27001, and Cyber Security Hygiene, Essentials, and Best Practices.
• Knowledge Management & Project Participation: Contribute in strengthening a comprehensive knowledge base infobank and participate in IT project delivery including hardware refreshes and system maintenances or rollouts.
• Mentorship and Training: Provide technical guidance and knowledge transfer to junior service desk staff.
• Problem Management: Contributing to problem management processes - identifying root causes of recurring matters and implementing preventative and definitive resolutions.
• Reporting: Follow team analytical reporting and generate additional reports for service desk performance, incident trending, and SLA adherence. Identify areas for improvement.
• Process Improvement: Actively identifying and proposing improvements to existing IT support processes and workflows to enhance efficiency and user satisfaction.
• Change Management: Assisting with the implementation of IT changes, ensuring minimal disruption to services.
• Security Awareness: Delivering specific internal security awareness training.

Required skills, qualifications, and competencies

• Minimum three years' technical IT support experience in medium-to-large organisations, ideally professional services.
• Results-driven, owning solutions and seeking feedback for quality and performance improvement.
• Technically precise and agile, adapting to fast-paced professional environments.
• ITIL v4 Foundation certified (or higher), with practical experience in ITIL processes (incident, request, change, problem, asset management) and service desk operations (SLA, prioritisation, escalation, knowledge base).
• Relevant industry certifications (e.g., Microsoft 365, CompTIA, CCNA, CISSP) or equivalent.
• Expertise supporting enterprise Windows 11 and macOS environments, including hardware, peripherals, and software.
• Proficient in administering and troubleshooting Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams) and business productivity tools.
• Proficient in PowerShell scripting and automation, with working knowledge of VBA, Office Scripts, or similar.
• Proficient in core Microsoft infrastructure services: Active Directory / Entra ID, GPO, DNS, DHCP, RRAS, RADIUS, IIS, and WDS.
• Hands-on Microsoft 365 administration experience (Exchange Online, Teams, SharePoint, OneDrive, security, and compliance).
• Working knowledge of endpoint management platforms, specifically Microsoft Intune / Modern Device Management, MDM/MAM policies, and BitLocker.
• Experience with identity and access management tools, including PAM, MFA, Microsoft Identity Manager (MIM/FIM), and Entra ID identity protection.
• Familiarity with network security technologies: firewalls, IDS/IPS, SSL VPN, CASB, DLP, and Azure Information Protection (AIP).
• Understanding of enterprise business applications: SAP, SQL Server (including basic BI/reporting), and common SaaS platforms (CRM, ERP, BI tools).
• Experience supporting database-driven applications and enterprise SaaS solutions, including account provisioning, access troubleshooting, and Tier 2 escalations.
• Familiarity with end-user recovery technologies (e.g., VSS) and business continuity processes.
• Strong awareness of email hygiene and cybersecurity best practices.
• Excellent verbal and written communication, conveying technical concepts to non-technical audiences.
• Strong client-service orientation, professional and composed under pressure.
• Effective time management, prioritising varied workload across concurrent tasks.
• Proactive, problem-solving mindset with a continuous improvement ethos.
• Collaborative team player, able to work independently in a fast-paced professional environment.
• High discretion and professionalism in handling confidential and sensitive information.

Why Deloitte?

As a Purpose-led organization, at the heart of everything we do is a set of timeless principles that distinguish the Deloitte culture. We foster diversity and inclusion and encourage you to bring your authentic self to work. Explore, question and collaborate while building a career that inspires and energies you. We tailor a personalized learning experience, offering you the opportunity to grow at your own pace and achieve maximum impact.

Life looks different for each of us, so we created a varied benefits package that you can tap into:

• Premium membership for corporate discounts in restaurants, retail, gyms and more.
• Health Insurance cover for yourself and dependents.
• Mental health support through sponsored therapy sessions.
• Weekly get-togethers.
• Hybrid working option.
• Digital learning, mentoring and regular performance snapshots.
• Coaching and support designed to refresh your knowledge and skills.
• Renowned training programme with Deloitte University.

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.