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Desktop Support Technician

2 months ago

Gloucestershire, United Kingdom Investigo Full time

The Desktop Infrastructure Team is a dynamic group of highly skilled professionals responsible for maintaining and supporting all desktops, laptops, printers, multi-site Poly/MS Teams AV, Clevertouch technology, and associated peripheral devices. We are committed to delivering exceptional service to our end users.

Your optimistic approach to evolving environments will contribute to enhancing the way our organisation operates.

This position involves:

  1. Professional and Resilient Support: As a Desktop Support Specialist, your primary function will be to ensure a professional and resilient desktop support service for our end users. You’ll troubleshoot technical issues, provide timely solutions, and maintain a positive user experience.
  2. Proactive Engagement: Your ability to assist with a wide range of queries on various subjects will contribute to a seamless user experience.

Key responsibilities

  • Proactively Monitor Desktop Trends and Systems: Ensure an optimized and resilient desktop infrastructure. Collect performance data to monitor desktop efficiency against service level agreements.
  • Support Business Collaboration via MS Teams and Poly AV Equipment: Support effective communication and collaboration across diverse teams.
  • Monitor Service Desk System and Resolution Time: Collaborate with the team to maintain a 100% fixed-on-target resolution time, ensuring prompt support for all users.
  • Provide Feedback on Resource Usage and System Failures: Identify areas for improvement and share insights with management.
  • Implement Remedies and Preventative Measures: Address issues promptly and work within the problem management process.
  • Serve as a Technical and Procedural Point of Referral: Support colleagues’ skill development and knowledge sharing.
  • Keep Documentation Updated: Maintain accurate records for transparency and knowledge continuity.
  • Provision, Asset Manage, and Support Windows Devices: Ensure office / home-office equipment is functional and user-friendly.
  • Drive Desktop Estate Changes: Empower the business to maintain its market leadership.

Knowledge, skills and experience

  • MECM: Experience with Microsoft Endpoint Configuration Manager (MECM) for efficient device management.
  • Automated Deployment Processes: Familiarity with automated deployment techniques.
  • Microsoft Windows 10 & 11 Enterprise x64: Proficiency in managing Windows operating systems.
  • Microsoft 365 Suite of Applications: Knowledge of Microsoft 365 tools and their integration.
  • Supporting OneDrive in a Corporate Environment: Ability to assist users with OneDrive usage.
  • Remote Administration and Support: Competence in remote troubleshooting and assistance.
  • Networked Printers: Understanding of printer setup and maintenance.
  • Software Deployment and Asset Management: Experience in deploying software and managing assets.
  • NTFS Folder and File Permissions: Knowledge of access control settings.
  • Broad Knowledge of Desktop Hardware: Familiarity with various desktop-related hardware components.
  • Proven Relevant Technical IT Experience: Demonstrated expertise in an IT Desktop support role.
  • Desirable:
  • Migration experience to M365 applications
  • Microsoft Endpoint/Azure modern desktop management administration
  • Scripting knowledge. VB, Powershell, SQL queries
  • Experience in supporting multi-site AV setups or an interest in learning
  • Azure knowledge
  • Ivanti Service Manager
  • CrowdStrike
  • Cisco VPN
  • Desktop Virtualisation experience
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • ITIL V3/V4 support framework and change management