2nd Line Desktop Engineer / Technical Desktop Support Analyst

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2nd Line Desktop Engineer / Technical Desktop Support Analyst

Canary Wharf

My major client is looking to recruit a 2nd Line Desktop Support Engineer, on a permanent basis, at their site in Canary Wharf.

You will be working in an enterprise environment within a large team of support analyst's, the role will be a customer facing position and will require excellent desktop support skills along with excellent communication skills.

Responsibilities:

  • Customer facing support within an enterprise desktop environment
  • Level 1 testing and deployment of new software into the environment.
  • Level 2 escalations for complex technical issues and root cause analysis.
  • Effectively use and manage Service Now to handle and update calls.
  • Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
  • Work across lines of service to ensure a coordinated approach to providing support for the customer.
  • Carry out incident and change activity delivering the productivity levels expected by Desktop Operations and Account Management.

The ideal candidates will have:

  • Expert knowledge & experience in appropriate area of technology support.
  • Excellent customer care skills
  • Awareness of LAN / WAN architecture
  • Excellent communication, interpersonal and customer care skills
  • Ability to work well under pressure and to tight timescales
  • An understanding of ITIL Service Support and Delivery disciplines and methodologies
  • Experience using a help desk call management system
  • Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN, Exchange 2003. MCSE qualification is desirable.

If you would like to hear more, please reply with a copy of your CV.