Service Desk Specialist - Win 11
Posted 5 days ago by Thomas Miller
Negotiable
Undetermined
Onsite
London Area, United Kingdom
Summary: Thomas Miller is looking for a Windows 11 Upgrade Support Assistant to facilitate the migration from Windows 10 to Windows 11 for corporate laptops. The role involves providing hands-on support to end users, troubleshooting issues, and managing software access. The ideal candidate should possess strong technical knowledge of Windows 11 and related applications, along with excellent communication skills. Experience in IT service environments and managing support tickets is essential.
Key Responsibilities:
- Provide onsite support to employees upgrading from Windows 10 to Windows 11 via USB installation
- Assist users in following the upgrade process, ensuring timely responses to queries
- Support users in downloading and configuring additional software from the organisation’s software portal
- Troubleshoot and resolve upgrade-related issues
- Log, manage, and escalate tickets in the IT Service Management system in line with business SLAs
- Maintain clear and accurate documentation of incidents, resolutions, and user interactions
- Provide clear guidance and reassurance to users with varying levels of technical ability
- Monitor upgrade progress and provide daily feedback and/or reporting to project leads
Key Skills:
- Proven experience supporting Windows 10 and Windows 11 environments
- Hands-on experience with OS deployment, upgrades, or device refresh projects
- Familiarity with software distribution portals and self-service installation tools
- Strong understanding of Active Directory, Microsoft 365, and general end-user device troubleshooting
- Experience in ticket logging, tracking, and escalation within an ITSM tool (ServiceNow experience is a bonus)
- Excellent communication, customer service and organisational skills
- Ability to prioritise accordingly, work independently and document user guides to increase efficiencies
- Desirable: Experience in upgrade/device roll-out projects
- Experienced with remote device management (remote support, Intune, Autopilot, etc)
- Hardware troubleshooting experience
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Overview
Thomas Miller are seeking an experienced Windows 11 Upgrade Support Assistant to provide hands-on assistance for a migration from Windows 10 to Windows 11 on corporate laptop devices. This role will be office based (Monday through Friday) and will support end users as they complete their device upgrades, troubleshoot issues, and access required software via the corporate software portal. All issues will be logged via the business ticketing system and escalated where required. The ideal candidate will have strong technical knowledge of Windows 11, Office365, Adobe and other off the shelf applications. Excellent communication and customer service skills are a must, and prior experience managing end-user support tickets and escalations within an IT service environment.
Key Responsibilities
- Provide onsite support to employees upgrading from Windows 10 to Windows 11 via USB installation
- Assist users in following the upgrade process, ensuring timely responses to queries
- Support users in downloading and configuring additional software from the organisation’s software portal
- Troubleshoot and resolve upgrade-related issues
- Log, manage, and escalate tickets in the IT Service Management system in line with business SLAs
- Maintain clear and accurate documentation of incidents, resolutions, and user interactions
- Provide clear guidance and reassurance to users with varying levels of technical ability
- Monitor upgrade progress and provide daily feedback and/or reporting to project leads
Skills & Experience Required
- Proven experience supporting Windows 10 and Windows 11 environments
- Hands-on experience with OS deployment, upgrades, or device refresh projects.
- Familiarity with software distribution portals and self-service installation tools
- Strong understanding of Active Directory, Microsoft 365, and general end-user device troubleshooting
- Experience in ticket logging, tracking, and escalation within an ITSM tool (ServiceNow experience is a bonus)
- Excellent communication, customer service and organisational skills
- Ability to prioritise accordingly, work independently and document user guides to increase efficiencies
- Desirable
- Experience in upgrade/device roll-out projects
- Experienced with remote device management (remote support, Intune, Autopilot, etc)
- Hardware troubleshooting experience