Euc Engineer Service Desk Analyst

1 month ago


London, United Kingdom Pontoon Full time

**Job title**:EUC Engineer (Service Desk Analyst)**
Location -**London

**Duration**:Permanent

**Salary: £36,000- £40,000**

**Service Desk Responsibilities**
- Be the "front of house" representative for IT
- Provide the coordination point for the company's IT team and third-party suppliers to enable seamless end-to-end service delivery to company users.
- Provide 1st line support across all IT services, categorising, prioritising and triaging service requests, incidents, problems and changes that are logged with IT
- Fulfil standard service requests raised with IT
- Deliver an excellent customer service manner, consistently and regularly providing updates to users on the progress of their service requests, incidents, problems and changes.
- Perform proactive tasks including daily check-lists, Incident trend analysis, knowledge base population, and service notifications
- High quality customer service to internal business users and partners
- Completed request, issue and change tickets within agreed SLAs

End User Computing Responsibilities
- Deliver 1st/2nd line support and administration for End User Computing (e.g. Desktops, Laptops, Windows Applications, iPhones, MFD's and Telephony)
- Provide technical support and maintenance for multi-functional print devices
- Deliver 1st/2nd level support and administration for the Mitel Telephony solution and IVR
- Deliver 1st/2nd level support for meeting room AV and room booking systems
- Raise orders for new IT equipment / services, ensuring goods are checked and receipted when they are delivered.
- Support the IT Asset Management procedures to control the software and hardware assets deployed in the company end user computing estate
- Manage the recycling / safe disposal of redundant IT equipment and consumables
- Ensure integrity and security of the company end user computing estate, in-line with company standards and policies

Technical Skills & Knowledge
- Required_
- Experience of supporting and maintaining Microsoft Desktop operating systems
- Experience of installing and supporting laptops, desktops, printers and smartphone devices
- Knowledge of using Active Directory including Azure AD for user administration and security group allocation
- Minimum ITIL Foundation level qualified (or working towards) and able to demonstrate a track record in ITIL Service Management processes
- Knowledge of supporting remote workers (VPN and RAS)
- Desirable_
- Experience of supporting and maintaining Audio Visual equipment
- Knowledge of telephony and IVR administration and support

Functional Competencies
- Willingness to record, capture and document all tasks and projects without exception through the appropriate IT process/procedure
- Good organisation skills with a logical, analytical approach to solving IT problems and the ability to prioritise work to meet demands and deadlines
- Ability to work on your own initiative whilst at the same time adhering to strict IT policies and procedures
- Excellent customer facing skills with a professional and helpful manner.

Experience
- Experience of using IT Service Management/helpdesk tools. e.g. Hornbill Supportworks

Experience of working with multiple resolver groups across 2nd and 3rd line support


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