Desktop Support Specialist

2 weeks ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time

About Sword Group

Sword Group is a leading provider of business technology solutions, specializing in the Energy, Public, and Finance sectors. We drive real transformation change within our clients by leveraging proven technology, specialized teams, and domain expertise to build robust technical foundations across platforms, data, and business applications. Our passion lies in using technology to solve business problems and working collaboratively with our clients to help them achieve their goals.

About the Role

As a Desktop Support Specialist, you will join our experienced and talented team, providing an exceptional service to our Energy sector clients. This role offers the opportunity to further develop your existing skills while working in a dynamic environment.

Your Responsibilities
  • Deliver services according to documented procedures, ensuring they meet customer requirements and defined service level targets.
  • Collaborate with other IT support groups to effectively resolve desktop-related issues and other IT challenges where an on-site presence is required.
  • Ensure any incidents beyond your direct resolution capabilities are escalated to relevant second- or third-line support groups, liaising with the IT Service Desk as needed.
  • Utilize IT service management software, including ticketing systems, and work closely with the IT Service Desk to ensure incident and service request tickets are accurately recorded and tracked.
  • Proactively monitor call queues as instructed to guarantee all incidents and service requests are progressed and updated until completion.
  • Provide assistance and guidance to users based on established policies, standards, procedures, and best practices.
  • Participate in office moves, ensuring IT equipment is safely relocated and re-commissioned according to business requirements.
  • Manage the on-site inventory of IT equipment and spares, maintaining accurate asset and configuration records.
  • Act as the on-site representative for the Information Services function on behalf of the Information Services Manager.
  • Identify opportunities to enhance IT services, procedures, and other aspects of the Information Services Management Framework.
Your Qualifications
  • Proven experience in an SLA-driven, ticketed support environment.
  • Strong technical skills related to desktop hardware and software.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • ITIL Foundation certification is desirable.

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