Role Overview
- Help strengthen our team as an onsite Desktop Support Analyst, providing hands-on 2nd line IT support from our Darwen office.
- This is a great opportunity to support desktops, laptops, tablets and mobile devices, troubleshoot technical issues and provision new equipment.
- You will also provide hands-on support for incidents involving networks, printers, mobile devices and telephony, as well as remote assistance to colleagues working away from the office.
- Working closely with other technical teams and third-party suppliers, you will help resolve incidents effectively and within agreed service levels.
- This is a permanently onsite role, working 7.5 hours per day. Start times are staggered across the team, typically at 8:00am, 8:30am or 9:00am.
- Occasional evening or weekend overtime may be required, typically around six times per year, and is shared across the team.
Responsibilities
- Investigating and resolving 2nd line incidents and problems relating to laptops, desktops and mobile devices.
- Working with end users, technical teams and third-party vendors to resolve issues in line with business priorities and agreed SLAs.
- Providing onsite and remote technical support to colleagues.
- Provisioning new desktops, laptops and tablets, ensuring devices have the correct build, profile and asset tag.
- Supporting the deployment of Microsoft Intune-managed devices, including Intune Autopilot.
- Providing hands-on support for network, wireless, printer, mobile device and telephony incidents.
- Maintaining accurate asset information within the shared CMDB following equipment changes.
- Managing IT equipment and spares, including desktops, laptops and mobile devices.
- Liaising with hardware and software suppliers regarding repairs and technical issues.
- Maintaining clear and up-to-date technical support documentation.
- Providing technical input into internal projects and service teams.
- Supporting occasional office moves outside normal working hours.
- Safely lifting and moving IT equipment as part of device deployment and office support activities.
About Capita
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
Benefits and Perks
- Competitive salary
- 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
- Paid volunteering day with a charity of your choice
- Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
- Cycle2Work scheme, pension, life assurance, and more
- Indicative overtime rates: time and a half after 5:30pm and on Saturdays; double time on Sundays. Rates are subject to confirmation.
Essential Skills and Experience
- Proven experience providing 2nd line onsite desktop support.
- Experience supporting Windows 10 and Windows 11 environments.
- Experience supporting Microsoft 365 / Office 365.
- Experience with Active Directory administration, including users and computers.
- Experience with Microsoft Intune, including device, user and group management.
- Experience with Microsoft Entra ID / Azure Active Directory.
- Experience with Intune Autopilot and the deployment of Intune-managed devices.
- A good understanding of network support, including wireless technologies.
- Experience diagnosing hardware issues and coordinating in-warranty and out-of-warranty laptop and desktop repairs with manufacturers.
- Willingness to provide occasional out-of-hours support and overtime when required.
- Ability to safely lift and move IT equipment as required by the role.
- Strong problem-solving skills and a practical approach to resolving technical issues.
- Clear communication skills, with the ability to explain technical issues to different audiences.
- A collaborative approach and the ability to work effectively with colleagues, technical teams and third-party suppliers.
- The ability to work independently and use your initiative when managing onsite issues.
- Good organisation and prioritisation skills, particularly when managing multiple incidents and SLA requirements.
- Adaptability and a willingness to learn new technologies and ways of working.
- A customer-focused approach, with a commitment to delivering a positive end-user experience.
Desirable Skills and Certifications
- Microsoft 365 Certified: Endpoint Administrator Associate, or a relevant Microsoft endpoint certification.
- ITIL Foundation certification.
- Additional experience with Microsoft Entra ID / Azure Active Directory.
- Experience with Microsoft Multi-Factor Authentication (MFA).
- Broader experience administering Microsoft Intune and Microsoft 365 environments.
