IT Desktop/Support Engineer
3 weeks 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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