Desktop Support Engineer
Job Type : Permanent, Full Time
Salary : £1 – £30000/annum plus shift allowance
THIS ROLE REQUIRES SHIFT WORK
Main purpose of the job
To provide deskside technical support and advisory service of End User Compute (EUC) devices, including resolving and enabling the resolution of incidents, problems, requests, and deploying new hardware and associated software.
Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
* Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
* Liaise with remote teams to drive incidents to resolution
* Create knowledgebase articles where repeated incidents are logged to assist Service Desk Analysts to increase 1st time Fix
* Proactive in providing solutions to common incidents to reduce call volumes
* Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
* To log and follow up issues that have been raised with 3rd party support teams where appropriate
* Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
* Comply with Desktop Good Working Best Practices & CANCOM defined Quality management processes.
* Travel to offsite locations which may necessitate own transport. Flexibility to support other sites when required
* Participating in a shift rota, supporting 24/7
Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.
Experience (essential):
* Previous experience of onsite support in a customer facing capacity
* Knowledge and experience on windows operating systems
* Experience on EUC tools, remote support tools, Microsoft Office and Outlook
* Experience on peripheral devices support (printers, scanners etc)
* Awareness & understanding of Microsoft Active Directory (AD) & Group Policy
* Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities
Experience (desirable):
* Certification in Microsoft Technologies
* Experience with Service management, ServiceNow
* Knowledgeable in AD
* Experience supporting Lenovo, HP and Mac devices and tablets
* Driving licence & access to a vehicle
Interpersonal Skills:
* Articulate and a clear communicator
* Be a customer advocate
* Have the ability to converse technical terms and definitions to non-technical personnel
* Meticulous with excellent attention to detail
* A flexible and enthusiastic approach to the job
* Good problem solving and decision making skills
* Ability work with minimum supervision, perform under pressure and remain highly effective
* Consistently demonstrate professionalism creating a high level of customer satisfaction
More Information
- Address CB2, Trumpington, Cambridgeshire
