Provide end user hardware, software and infrastructure support. Work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests. Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps), low level commas room support.
6-Month Contract Opportunity***
Key Accountabilities and main responsibilities
Deliver customer excellence and adhere to best practice principles
Efficient and effective ticket management and resolutions to maintain key performance indicators
Ownership of support tickets and regular communication on progress
Act as a subject matter expert, escalating issues when required
Proactive mindset with the ability to close knowledge gaps and reduce waste
Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
Contribute to technical support articles in the knowledge management database
Drive service improvement by developing process and procedure documentation
Support the major incident management and problem management process as required
Efficient and effective delivery of second and third-line operational support including (but not limited to) desktop and client support, local server and network support, desk-side delivery and desk-side training of end users
Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
Collect and maintain accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and facilitate effective service management reporting
Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
Proactively support the investigation of problems and help identify workarounds, fixes and root causes.
Implement solutions as agreed with the End User Support Manager and Problem Management Team.
Manage user relationships and engage with the Service Delivery Team and third-party providers as required
Contribute to project related activity and formally capture knowledge to assist operational teams
Exceptional customer-facing manner and ability to providing immediate technical assistance on the Tech Bar (where available)
Support Disaster Recovery activities as required
Experience & Personal Attributes
Highly accurate and performance driven and can lead by example
Exceptional communication and interpersonal skills with the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
Customer focused attitude.
Calm and confident manner with the ability to set expectations and provide reassurance
Strong and demonstrable ability to identify and manage InfoSec, risk and compliance issues
Ability to self-manage but also to support and mentor colleagues and the wider IT function
Technically skilled Deskside engineer with considerable experience supporting modern desktop environments, Citrix, Azure Desktop, Zscaler, FortiClient and End user computing technologies
Logical thinker with a clear and structured approach to troubleshooting complex environments
Understands and embraces continuous service improvement principles
Can formally capture and annotate complex processes using tools such as MS Visio
Exceptional knowledge of industry standard applications such as the O365 application suite, Active Directory, Exchange, MDM solutions and deployment tools
Demonstrable experience with networking and IP telephony
ITIL accreditation
Formal technical accreditations
Project management experience
Administration of Intune and SCCM
Familiar with IT Service Management (Service Now)
Job details are sourced from the employer's original posting.
