Desktop Support Engineer
1 week ago
Responsibilities:
The Desktop Support Engineer will be responsible for supporting all end users relating to hardware and software.
* Managing Incident and Task queues (Servicenow) troubleshooting and managing relatively simple hardware and work setting issues ensuring incident and task records are updated along with communicating the end user.
* Imaging and Deploying Desktops and Laptops for end users.
* Installing Software requests
* Supporting Accessibility users and setting up specific requirements
* Ensure users Work Setting are fully functional with proactive checks and or resolving issue via Incident records.
* Maintaining accurate Stockrooms within Servicenow and regularly auditing to ensure rotation and accuracy of stock.
* Ensure forecast of Stock usage is available and requesting stock replenishment if required.
* Process and Repair Warranty hardware (Dell/ HP) along with Dell self dispatch
* Provision of New Starter hardware in line with New Starters due date
* Provision of Loan Laptops on request and ensuring returned Laptops are processed back into stock.
* Processing Leaver devices ensuring asset records are updated and returned devices Quality checked and rebuilt or disposed of accordingly.
* Undertaking Antivirus scanning and removing any items raised by security.
* Recognizing and escalating more difficult problems to appropriate support groups
Skills:
* Experience in Servicenow ITSM for Incident/Request and Asset Management
* 2+ years of experience in Microsoft Windows desktop level 1 support
* 2+ years of providing support as a Desktop Support / Technical Remote Support, providing End User Support and Customer Service
* Experience of working in a medium / large corporate environment
* Must be able to be both a team player and be able to provide exemplary results while working on projects independently.
* Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills and good experience with MS Teams
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