Desktop Support Analyst - Fixed Term Contract

At Antares, our success starts with our people. We’re a collaborative and an inclusive organisation where every voice is valued, and every individual can grow and thrive.

We combine deep expertise with a supportive culture to deliver outstanding results for our clients and a fulfilling experience for our colleagues.

Whatever stage of your career you'll find a place to belong, contribute, develop and we’d love to hear from you.

Provide Level 2 IT support to all Antares Global staff, taking ownership of incidents, problems and service requests that require second-line technical investigation and resolution. The role is not primarily responsible for initial service desk triage but may be required from time to time. The role will also take operational responsibility for SharePoint Online administration, including permissions and external sharing. The role will maintain clear records and keep users updated within agreed SLAs, follow the ITIL processes used by the IT Department, and escalate in line with documented procedures where specialist assistance is required. The role will proactively manage assigned ticket queues and maintain knowledge of new applications, tools and services.

Key Accountabilities

- Take ownership of escalated incidents, problems and service requests through to resolution, including root-cause investigation where appropriate.
- Work with the team to manage the various end user devices across the estate and ensure they are regularly patched
- Maintain the Corporate Windows Client Image
- Ensure that access to software and hardware is assigned with relevant authorisation from the relevant owner
- Administer and support SharePoint Online sites, document libraries, lists, permissions, site membership and storage.
- Manage SharePoint access and external sharing in accordance with security, data protection, retention and information governance requirements.
- Troubleshoot SharePoint issues and support site improvements, migrations and business change activities.
- Build, maintain and support Power Automate cloud flows, approvals, connectors and integrations used by the business.
- Work with users and stakeholders to understand requirements and identify suitable SharePoint or Power Platform solutions. Complex development, architecture and major platform changes will be escalated to the appropriate internal specialist or third-party provider.
- Apply appropriate governance, security and licensing controls to SharePoint and Power Platform solutions, and maintain clear technical and operational documentation.
- Take responsibility for their own and colleagues’ health and safety.
- Ensure customers are treated fairly in accordance with the Conduct Risk Policy and other relevant policies and procedures.

Knowledge & Qualifications

- Good working knowledge of Microsoft 365 applications, including Teams, SharePoint and OneDrive.
- Knowledge of Service Management tools, systems and procedures.
- Strong troubleshooting and analytical skills, with the ability to investigate and resolve second-line technical issues.
- Working knowledge of PowerShell scripting for administration and support.
- Practical experience creating, maintaining and troubleshooting Microsoft Power Automate flows, approvals and connectors.
- Experience creating, supporting or making controlled changes to straightforward Microsoft Power Apps solutions.
- Proactive and service-oriented attitude, advanced written and verbal communication skills
- Basic knowledge of insurance and reinsurance would be advantageous.
- Practical technical experience administering Microsoft 365, including Intune, Exchange Online, SharePoint Online and Teams.
- At least one year of experience administering user and computer objects in Microsoft Active Directory and Microsoft Entra ID.
- At least two years of experience managing file, folder and SharePoint permissions and access.
- undefined

Skills & Demonstrable Experience

- Able to document core processes and controls and ensure they are maintained in an auditable manner.
- Able to gather and document relevant technical information from users and existing ticket records to support diagnosis and resolution.
- Able to demonstrate incident, problem, root-cause analysis and effective second-line troubleshooting.
- Demonstrable experience supporting end-user issues across remote locations.
- Self-motivated, service-oriented and able to manage competing second-line priorities.
- Able to translate business requirements into supportable SharePoint and Power Platform solutions.
- Able to test changes, document solutions and provide clear user guidance or knowledge articles.
- Confident working with technical and non-technical stakeholders and managing assigned work without relying on first-line triage activity.