IT Desktop Support Engineer

5 days ago


United Kingdom Sky Systems, Inc. (SkySys) Full time

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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