IT Support - 2nd Line (End User Compute)

Job Purpose: Ensure the secure and efficient operation of end user devices like laptops, phones and handheld devices. Implement and manage software patches promptly, configuring Microsoft Teams, InTune, Endpoint Configuration Manager and overseeing identity and access management.Responsibilities:Respond promptly to incidents related to infrastructure and network reported through the Service Desk or monitoring systems.Assist 1st line support with provisioning end user computing devices such as laptops and phones according to in adherence to agreed service level agreements (SLAs).Diagnose and troubleshoot and resolve hardware and software issues, escalate complex or unresolved incidents to appropriate teams or third-party vendors.Implement and manage software patches for end user computing devices, ensuring security updates are applied promptly to mitigate vulnerabilities.Conduct regular reviews of outstanding vulnerability and patch management activities using tools such as Qualys and Microsoft InTune.Maintain configuration baselines for end user devices, ensuring compliance with organisational standards.Communicate effectively with end users, providing clear instructions and guidance on the use of end user computing devices.Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.