1st Line Service Desk Engineer

3 weeks ago

London, United Kingdom Gleeds Full time

About The Role
We have an immediate vacancy in our London office for a 2nd Line Service Desk Engineer, who will be joining the I.T. team, reporting to the Service Desk Manager and working as part of the U.K.
The team which currently supports approximately 1500 internal users at over 20 locations. The role involves resolving issues and requests that are logged with our Service Desk via email, telephone and via the self-service portal, prioritising to ensure best service to Gleeds’ users against agreed service levels.
The successful applicant will be configuring a variety of company issued hardware and software including laptop, tablet and desktop computers and smartphones, performing Active Directory administration, diagnosing and resolving day to day I.T. issues.
Responsibilities

  • Act as the first point of contact for all IT support requests via phone, email, or ticketing system.
  • Provide technical assistance and troubleshooting for hardware, software, and network-related issues.
  • Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
  • Escalate complex issues to the appropriate teams or specialists for further investigation and resolution.
  • Maintain accurate records of all support requests and resolutions using the company's ticketing system.
  • Assist in the deployment and configuration of new hardware and software applications.
  • Provide basic user training and guidance on IT systems and applications.
  • Proactively identify recurring issues and recommend solutions to improve efficiency and reduce downtime.
  • Collaborate with other IT teams to ensure the smooth operation of IT systems and infrastructure.

About The Candidate
Requirements
  • Proven work experience as a Technical Support Analyst, Desktop Support Engineer, IT Help Desk Technician or similar role would be beneficial.
  • Hands-on experience with Windows/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

About The Company
Be part of the extraordinary
Every day at Gleeds, we influence the way people around the world live, work and travel. Delivering on the world’s most iconic projects for globally renowned clients, our teams solve complex problems that shape the future of the built environment.
One of the qualities we value in people, is the ability to think creatively about the solutions we offer to clients. With 71 offices spanning the Americas, Europe, MENA and Asia Pacific our ability to innovate and improve is a product of the varied backgrounds and experience of our people. We welcome new perspectives and ideas.
Above all, we believe that quality relationships sit at the heart of good business. We strive to be the people that seek to understand and bring people together. Wherever we are in the world, our aspiration is to leave a positive legacy for people and local communities, whilst living and breathing our three core values:
  • We’re committed to our clients and our people
  • We’re creative and realistic
  • We combine professionalism with personality
We are an equal opportunities employer and welcome applications regardless of age, disability, marital status, race, religion or belief, sexual orientation, transgender status or gender.
We recognise the importance of work/life balance and agree flexible working arrangements to suit each individual.
Gleeds is a Great Places to Work employer. #J-18808-Ljbffr

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