Desktop Support Engineer

Overview

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)