Sc Cleared

2 days ago

London, United Kingdom Lucid Support Services Ltd Full time

**SC Cleared - IT Support Tech Bar**
- 6 months +

We are currently partnering with a prestigious government organisation to deliver a tech bar support function based in the following locations:

- Glasgow
- Central London
- Manchester
- York

Tech Bar Staff Mon-Fri 09:00 to 17:00 each Day.

These requirements would have the ability to work remotely (from home) however a site presence at one of the locations listed will be required for the most part of the contract

The Service Desk Job Description is:
The role is part of a team which delivers modern and flexible digital and technology services that are cost efficient whilst maintaining high quality services to users across the client and Partner organisations. The Support Analyst provides support throughtaking calls and handling resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.

Key Tasks and deliverables
- Maintain an Asset Database and track changes
- Log all calls in the Service Desk Call Logging system
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Through Active Directory, create user accounts, reset passwords
- Escalate issues/unresolved calls with 2nd line support where problems cannot be resolved at a 1st line level
- Good knowledge of Gmail, Google Calendars and Google drive
- Knowledge of Smartphones IOS & Android
- Excellent in-depth knowledge of Windows 8.1 & IOS operating systems (mixed estate to support)
- Good knowledge of MS Word/Excel/PowerPoint
- VERY clear verbal communication skills as 95% of user interaction is over the phone

They will report into the Head of Live Service and the Management Team. The resources would also be expected to adhere to shift patterns and performance related tasks.
- All Staff must have Minimum of SC Security Level Clearance.
- Fully Managed Service required - training on Processes, Procedures, and Working Practices will be provided.
- SDA Requirement: Experience of working in a Service Desk environment
- SDA Requirement: Troubleshooting technical issues over the phone and in person
- SDA Requirement: Problem solving
- SDA Requirement: Being an Effective Communicator
- SDA Requirement: Experience of using and supporting the following technologies: Google Workspace, Networking (Wi-Fi, DHCP, DNS, etc), Active Directory, SCCM, JAMF, MS Windows/MacOS, iOS/Android, Freshservice ITSM, BeyondTrust, WorkspaceOne.
- SDA Requirement: Must have knowledge of ITIL Framework and best practice.
- SDA Requirement: Able to maintain both a user and service focus by taking ownership and accountability of issues encountered

**London - Build Engineer duties**

For the London based site there will be a sizeable element of build work also required:

- They will report into the Head of Live Service and the Management Team.
- The resources would also be expected to adhere to shift patterns and performance related tasks.
- In addition to the build engineer duties there may be a need to respond to telephone support or ITSM Ticket issues or queries over the period of the Contract.

**Skills required**

Day-to-day responsibilities / tasks as an Engineer will include:

- Imaging Desktop Computers
- Imaging Laptop Computers
- Installing Operating Systems on Servers
- Installing upgrade parts
- Asset Tagging and recording/scanning
- Troubleshooting
- You must have good basic Hardware, Windows, Desktop, Laptop, RAM, imaging machines (SCCM, Ghost, MDT) skills and have excellent communication skills, be professional and show enthusiasm.

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