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Desktop Support Specialist

2 months ago

Gloucester, Gloucestershire, United Kingdom Ecclesiastical Insurance Group Full time
About the Role

We are seeking a skilled Desktop Support Technician to join our team at Ecclesiastical Insurance Group. As a key member of our Desktop Infrastructure Team, you will be responsible for maintaining and supporting all desktops, laptops, printers, and associated peripheral devices.

Your primary function will be to ensure a professional and resilient desktop support service for our end users. You will troubleshoot technical issues, provide timely solutions, and maintain a positive user experience.

This role involves:

  1. Proactive Monitoring of Desktop Trends and Systems: Ensure an optimized and resilient desktop infrastructure by collecting performance data to monitor desktop efficiency against service level agreements.
  2. Supporting Business Collaboration via MS Teams and Poly AV Equipment: Assist with effective communication and collaboration across diverse teams.
  3. Monitoring Service Desk System and Resolution Time: Collaborate with the team to maintain a 100% fixed-on-target resolution time, ensuring prompt support for all users.
  4. Providing Feedback on Resource Usage and System Failures: Identify areas for improvement and share insights with management.
  5. Implementing Remedies and Preventative Measures: Address issues promptly and work within the problem management process.
  6. Serving as a Technical and Procedural Point of Referral: Support colleagues' skill development and knowledge sharing.
  7. Keeping Documentation Updated: Maintain accurate records for transparency and knowledge continuity.
  8. Provisioning, Asset Managing, and Supporting Windows Devices: Ensure office/home-office equipment is functional and user-friendly.
  9. Driving Desktop Estate Changes: Empower the business to maintain its market leadership.
Key Responsibilities
  • Proactive Monitoring of Desktop Trends and Systems: Ensure an optimized and resilient desktop infrastructure by collecting performance data to monitor desktop efficiency against service level agreements.
  • Supporting Business Collaboration via MS Teams and Poly AV Equipment: Assist with effective communication and collaboration across diverse teams.
  • Monitoring Service Desk System and Resolution Time: Collaborate with the team to maintain a 100% fixed-on-target resolution time, ensuring prompt support for all users.
  • Providing Feedback on Resource Usage and System Failures: Identify areas for improvement and share insights with management.
  • Implementing Remedies and Preventative Measures: Address issues promptly and work within the problem management process.
  • Serving as a Technical and Procedural Point of Referral: Support colleagues' skill development and knowledge sharing.
  • Keeping Documentation Updated: Maintain accurate records for transparency and knowledge continuity.
  • Provisioning, Asset Managing, and Supporting Windows Devices: Ensure office/home-office equipment is functional and user-friendly.
  • Driving Desktop Estate Changes: Empower the business to maintain its market leadership.
Knowledge, Skills, and Experience
  • MECM: Experience with Microsoft Endpoint Configuration Manager (MECM) for efficient device management.
  • Automated Deployment Processes: Familiarity with automated deployment techniques.
  • Microsoft Windows 10 & 11 Enterprise x64: Proficiency in managing Windows operating systems.
  • Microsoft 365 Suite of Applications: Knowledge of Microsoft 365 tools and their integration.
  • Supporting OneDrive in a Corporate Environment: Ability to assist users with OneDrive usage.
  • Remote Administration and Support: Competence in remote troubleshooting and assistance.
  • Networked Printers: Understanding of printer setup and maintenance.
  • Software Deployment and Asset Management: Experience in deploying software and managing assets.
  • NTFS Folder and File Permissions: Knowledge of access control settings.
  • Broad Knowledge of Desktop Hardware: Familiarity with various desktop-related hardware components.
  • Proven Relevant Technical IT Experience: Demonstrated expertise in an IT Desktop support role.
Desirable Skills
  • Migration experience to M365 applications
  • Microsoft Endpoint/Azure modern desktop management administration
  • Scripting knowledge. VB, Powershell, SQL queries
  • Experience in supporting multi-site AV setups or an interest in learning
  • Azure knowledge
  • Ivanti Service Manager
  • CrowdStrike
  • Cisco VPN
  • Desktop Virtualisation experience
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • ITIL V3/V4 support framework and change management
About Us

Ecclesiastical Insurance Group is a unique international financial services group made up of over 30 businesses. We are owned by a charity and currently the 3rd largest corporate donor in the country, having given away £200 million since 2016. We have an ambitious plan to become the number one corporate donor with strategic objectives in place to double the group's size over the next five years.

We believe it's essential to attract, empower, grow, and reward talented people offer career opportunities and personal development through a fantastic learning and career framework. Luckily for us, the nature of who we are – our giving ethos, our 135-year history, and the diversity of what we do – has built a culture of kindness, of great ambition, of passionate people driven to do better and be better.

We are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs, and interests, and we value the strength this brings to us as a Group. We welcome applications from everyone.