Desktop Escalation

2 weeks ago

London, Greater London, United Kingdom Computappoint Full time
IT Desktop Project Support / up to £300 a day / 4 days on site

We are currently recruiting for IT Desktop Project Supportfor one of our clients.


IT Desktop Project Support - Manage, coordinate, and provide support for project activities identified requiring Desktop Support and Tech Bar engineers.

Provide desktop resource, coordination, delivery, and project management activities.

  • Plan, schedule, coordinate and monitor the project.
  • Support the procurement process of Desktop related projects with IT Project management.
  • Arrange UAT of the project to IT staff and the end users in EMEA.
  • Monitor the fault reporting tickets.
  • Liaise, coordinate, and monitor the escalation to DSG, 3rd level support groups and the Project teams.
  • Implement the project.
  • Review the project after the implementation is completed.
  • Manage technical investigation & resolutions, for 2nd & 3rd line DESKTOP team escalation & Problem Record
  • Maintain weekly report on INCIDENT progress of Escalated Issues log
  • Create ServiceNow & SCCM Reporting
  • Be the IT Desktop group conduit into 3rd line infrastructure & operational team. Provide information\investigation and fault analysis to improve incident management resolution standards.
  • Train Desktop team members on the process, procedures, fixes
  • Desktop BCP Site coordinator
  • Maintain Site readiness, implement\coordinate desktop teams to provide site BCP requirements for Desktop kit.
  • Develop collaborative relationships with the EMEA region's IT groups
  • Take ownership of assigned incidents and service requests and progress to resolution where possible, working either locally or remotely.

Requirements:

  • ITFL Foundation Certification, equivalent professional IT experience
  • 5+ Years Desktop Support experience in financial banking environment.
  • 3rd line infrastructure experience Especially around SCCM/Packaging/ServiceNow Configuration.
  • Good knowledge of IT Project.
  • Good knowledge of IP networking concepts, infrastructure protocols and security (IPv4, DNS, DHCP, PXE, Load Balancing, Firewalls etc)
  • Good understanding of security concepts and how these should be applied to the Client Computing estate.
  • Good understanding of virtualised computing environments and modern enterprise datacentre technologies.
  • Strong understanding of Problem management\Major incident methodology
  • To coordinate and complete complex investigations for the desktop teams.
  • Strong knowledge of Windows Desktop environment.
  • Good knowledge of Window server and client operating systems.
  • Good knowledge of Citrix client/VDI technologies and concepts.
  • Strong knowledge of Office 201x, Office & 64bit).
  • Strong knowledge of Service Now.
  • Good understanding of SCCM capabilities\functions and reporting

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