Desktop Support Engineer


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Job Ref: 50183976
Sector: Support & Administration
Date Added: 21 August 2017

Desktop Support | London

Job Purpose

Working as part of a wider globalised IT support environment, the Local Support team is primarily responsible for the in person resolution of second line IT incidents and problems.

Operational Local Support

  • Effective prioritisation, ownership and resolution of logged incidents within agreed SLAs, working as a wider team to maintain effective incident queue management, awareness and correct use of key process and escalation points.
  • Perform PC upgrades where required using defined internal processes.
  • Perform imaging of workstations (both laptops and desktops) where required.
  • Be a dedicated support point of contact for selected premium support customers.
  • Ensure good working knowledge of internal workstation environment and associated products, including customer eligibility criteria, pricing and key escalation points.
  • Provide where required IT support for special events including but not limited to new joiner and acquisition inductions and executive events.
  • Provide appropriate IT support needs where requested for company acquisitions groups, working as part of a wider integration project team.
  • Document processes where requested, ensuring they remain relevant and up to date.
  • Work effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.
  • Update the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
  • Provide regular assistance where required to our enablement team for other asset management requirements in order to contribute to our overall asset management KPI's.

Technical Skills

  • Working knowledge of supporting Microsoft Windows operating systems (7 & 10) environment.
  • Working knowledge and hardware troubleshooting experience of laptop/desktop environments.
  • Working knowledge and troubleshooting of the Microsoft Office environment.
  • Good working knowledge of general technical troubleshooting skills.
  • Deployment and troubleshooting knowledge of Apple operating systems
  • Working knowledge of hardware break/fix component replacement on laptops.
  • Proficient in the use of Microsoft Office products to the following levels:
  • Excel - Intermediate
  • Word - Intermediate
  • PowerPoint - Intermediate
  • Microsoft Outlook - Intermediate
  • Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.

Professional Accreditation's Preferred:

  • ITIL foundation level qualification
  • MCITP Windows 10 qualified
  • Apple Mac ACMT Certification

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age