Desktop Support Specialist

5 months ago

Stafford, United Kingdom Axiom Software Solutions Full time

**Job Description**:
Role Summary:
Primary Responsibilities:

- Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management.
- Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.
- Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.
- Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.
- As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.
- Assisting with Hardware/Software asset inventory Management, including hardware disposals.
- Support In-country/site PBX networks and PSTN interfaces.
- Assisting with special projects.
- Performing other duties as assigned.

Desired Skills and Experience

Core competencies, knowledge and experience:

- At least 3 years hands on experience in Field Support Services.
- Strong customer service skills
- Strong written and verbal communication skills
- Must be detail oriented and self-motivating
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Clients: Windows 10, Windows7, Windows XP, IOS
- Servers: Windows 2003, Windows 2008, Windows 2013
- Dell OEM Certified Technician for ordering parts through OEM and parts replacement
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Strong Microsoft operating System installation and troubleshooting skills
- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
- Basic knowledge to support Mac and iOS devices
- Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD
- Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
- Ability to successfully pass a background security check
- Experience including remote control of PCs and video conferencing knowledge
- Rotational On-call for executive support

Technical / professional qualifications:

- High school degree or GED required. Bachelor’s degree preferred.
- Microsoft certifications

Business & Behavioural Skills
- Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
- Ability to interact with customers to ensure that the service is flexible, efficient and responsive
- To work through issues analytically to a successful conclusion
- Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
- Experience of working with multi-discipline teams in distributed locations.
- Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
- Use of ITIL service management framework to deliver best practice
- Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
- Self-motivated. Ability to learn new technologies on own.
- Strong technical aptitude and ability to research and solve complex issues independently
- Ability to work as part of a team.
- Ability to participate and contribute during crisis times, assist team members/leads, as needed.
- Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.
- Demonstrate ownership and responsibility in all assignments
- Build and nurture positive working relationship with customers with the intention to exceed their Expectations.

Physical demands:

- Must be able to frequently remain in a stationary/sitting position.
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Frequently moves/lifts computer equipment weighing up to 50 pounds.
- Able to manipulate small hand tools.

Work environment:

- Generally works in an office or warehouse environment but may occasionally be required to perform job duties outside of the typical office setting.

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