IT Desktop Support Analyst

IT Desktop Support Analyst
- Milan, -, Italy _

**New**
Digital TechnologyCorporate Services

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MIL0000A5

**Joining Arup**

Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

We’re looking for an IT support analyst to be the front-door to technology services to the rest of the organisation. You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software, peripherals and projects.

**Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it**

**The Opportunity**

At Arup, you belong to an extraordinary collective - in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning - to Arup, to your career, to our members and to the clients and communities we serve.
- Working under the guidance of the local service lead, you will be part of a larger team that provides customer-focused digital services to Arup globally. This is a full-time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.
- We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time to be creative.
- Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cyber security, etc.), engaging and escalating to other Digital Technology teams as needed.
- Providing value-added services to the business, working together with the leadership team to drive technology and help transform business activities.
- Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment.
- Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team.
- Managing service tickets, documenting procedures and best practices, adhering to ITIL policies, supporting software asset management, and contributing to a collaborative and inclusive team environment by sharing knowledge and promoting best technology practices.
- Helping with communications and training around technical change
- Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues
- Working under mínimal direct guidance within a defined area of responsibility
- Represent your team or group at external meetings. The role may be involved in developing events, activities and internal projects of some complexity.

**Did you know**:Our Digital Technology team are proud prior winners of the IT Team of the Year at the Chartered Institute of IT’s UK IT Industry Awards.

**Is this role right for you?**

This role is right for you if you have:

- Recognised relevant tertiary qualifications in technical certification in Information Technology or similar area.
- Significant experience working in a regional or global organisation providing desktop support services in a Microsoft environment.
- Proficiency in personal computing (HP, Mac, etc). Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy). Microsoft Windows Operating System, Mac OS (limited). Microsoft 365 and associated services (i.e. OneDrive for Business, MS Teams, etc.) Cloud based solutions (Azure, AWS, etc.). Video conferencing hardware/software based on global standards. Office printers and copiers (these vary depending on office or regional policy).
- Technical certification in Information Technology is desirable.

**What we offer you**

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive - through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through