Deskside Support Analyst

3 weeks ago


Kent, United Kingdom Steria Recruitment Full time

Intelligent Resource is working in partnership with a leading global provider of ICT Services for the large enterprise and public sector markets. We have several opportunities for **Desktop Support Engineer**based across the UK. This role is based in **Folkstone, Kent.**, on a **contract** basis, with scope for further extension

**Role details are given below**:
**Job Title: Desktop Support Engineer**

**Job Type: Contract 6 Months initially with possible extension**

**Location: Folkstone, Kent**

**Pay rate: £150 per day**
- Will be responsible in enabling our internal customers within the organization to effectively use technology by performing local onsite workplace support activities to a proficient level.
- Acts as an ambassador for IT by achieving the right balance between customer satisfaction and efficiency.
- Ensures that all incidents and service requests are fulfilled within the defined Service Level Agreements (SLA); escalates any incident or service request which breaches its SLA to the appropriate process manager; provides timely and effective support whichadheres to department standards.
- Provides Meeting Room, Event & VIP direct support where required.
- Handling standard 'Request Fulfillment' tasks, including; IT hardware installations, software deployments, delivery of Mobile Devices & Workplace Peripheral items
- Arranging the required repair of any broken hardware within manufacturer's warranty and with preparing retired equipment for Asset Disposal and Recycling.
- Occasional involvement in other types of IMAC/Request Fulfillment tasks, including but not limited to customer desk moves, hardware relocations and local event setup & support.
- Manages the escalations of customer issues, working closely with senior team members and other support services teams and stakeholders as required.
- Performs 'Smart Hands' service for local Infrastructure hardware within standard working hours. The 'Smart Hands' service provides a first level & best effort onsite diagnostics of any failed infrastructure (e.g. Network, Server) equipment; supporting remoteteams where possible to ensure normal service operation is resumed in a timely manner.
- Adherence to Incident Management Procedures and carry out responsibilities under a Business Continuity Plan as directed by either the line manager, department head or local Incident Management Teams

Intelligent Resourceacts as both an employment business and as an employment agency.

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.



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