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Technical Support Professional

2 months ago

Milton Keynes, Milton Keynes, United Kingdom GBA5 EntServ UK Limited Full time

Job Summary:

We are seeking a highly skilled and motivated Desktop Support Engineer to join our team at GBA5 EntServ UK Limited. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, ensuring their desktop systems are running smoothly and efficiently.

Key Responsibilities:

  • Provide technical support for desktop systems, including hardware and software issues, as well as requests for moves and changes.
  • Manage tickets throughout their lifecycle, prioritizing work to achieve service level agreements (SLAs).
  • Ensure aged tickets are addressed, pended tickets are updated, and SLAs are monitored in real-time to ensure compliance.
  • Keep customers updated throughout the life of an incident, ensuring satisfactory call resolution is achieved.
  • Update the incident management system, clearly specifying progress and call resolution details.
  • Resolve high-priority/impact incidents using exceptional care, speed, and efficiency.
  • Work closely with the Operations Manager as the point of contact for service delivery escalations.
  • Handle and/or coordinate the resolution of technical and client issues, escalating to the Operations Manager or Service Delivery Manager as necessary.
  • Recommend service improvements to management and participate in their implementation.

Requirements:

  • Self-motivated team player with good technical and interpersonal skills.
  • Ability to multitask and work in a dynamic and rapidly changing environment.
  • Pride in the quality of work and a willingness to learn new technology and skills.
  • Understanding of the demands of our clients' businesses and the ability to turn this into customer-led solutions.

Technical Requirements:

  • Windows 10 and later, Adobe Acrobat suite, MS Office 365, MS Outlook, Lotus Notes, Remote Control Software including Remote Assist and RDP, Internet Explorer, Java, TCP/IP, MacAfee Anti-Virus/spyware, Symantec Endpoint Services, DOS, Active Directory, PC Hardware and Architecture, Networking.
  • Knowledge of W11 services – Autopilot & Intune – would be beneficial.

Qualifications and Accreditations:

  • Technical Microsoft Accreditations.
  • Service Management (ITIL) awareness.

You should have a full driving license, access to a car, and be able to travel to satellite locations. You should also have the right to work in the UK and be able to demonstrate this at interview.