IT Desktop Support Engineer
5 days ago
IT Desktop Support Engineer
On-site in London EC2Y 9AR
Long term contract
Job Purpose: The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
- Operation Roles and Responsibilities • Basic experience in IT industry
- • Good client management & communication skills
- • Good Understanding of ITIL concept & Service Now
- • Computer OS/Peripherals troubleshooting. Asset/Inventory Management
- • Ensure tickets are updated on time and adhere to required SLA.
- • Handling different PC operating systems (Windows 7, 10)
- • Handling end users' incidents and IMAC requests using Service NOW ticketing tool
- • Performing Hardware/Software installation (understanding of deployment tools like SCCM)
- • End-user support – Break fix & Service Requests
- • Desktop/ Laptop/Network Printers Management.
- • Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
- • Image Deployment using SCCM & Auto Pilot
- • VDI technologies Citrix Xendesktop, Azure cloud PC.
- • Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
- • User Data Management (OneDrive, Office 365)
- • Refresh of old asset from windows 7 to windows 10.
- • MTR Video conference support for meeting room and events.
- • Vendor coordination for hardware/spare replacement
- • Incident Management, service Request management, asset Management
- • Support Queue Management to avoid and SLA misses
- • Ability to work independently and in a team environment.
- • Ability to communicate well with internal and external contacts.
- • Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
- • Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
- • Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
- • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
- • Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
- • Responsible for successful deployment and upgrades of laptops & workstations.
- • Ability to work independently and in a team environment.
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