L2 Desktop Support Specialist

1 week ago

London, Greater London, United Kingdom Allied Worldwide Full time
Job Description

About Allied Worldwide

We are a global provider of IT resources and managed services, delivering business solutions to organizations worldwide. Our team is dedicated to providing exceptional support to our clients and their users.

Key Responsibilities:

  • Provide 2nd Line onsite desktop and application support services to end users
  • Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
  • Repair hardware and peripheral faults in conjunction with warranty providers
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction while achieving contractual SLAs
  • Operate cohesively with the service desk team to maintain service levels
  • All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken
  • Evaluate and escalate all critical and high-priority incidents to line and senior management
  • Report recurring incidents to problem analyst teams and line management
  • Proactively contribute to service improvement initiatives
  • Provide technical expertise and assistance on project assignments

Behavioural Skills Required:

  • Must have very good customer-facing skills and be well presented
  • Must have an assertive, confident, positive, and professional manner
  • Ability to engage and communicate effectively with colleagues and customers alike
  • Demonstrates independent and proactive thinking
  • Highly organized with the ability to adapt to different working environments seamlessly
  • Builds effective relationships both within the team and across the business scope
  • Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
  • Must be able to work alone and unsupervised, taking the initiative when necessary
  • Has an understanding and respect for service delivery processes

Technical Skills Required:

  • Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
  • Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
  • Excellent support experience with mobile devices, e.g., tablets and smartphones running iOS and Android OS
  • Working knowledge of current and legacy hardware platforms
  • Strong background in supporting the latest Microsoft Office suite on Windows and Mac platforms with recent support
  • Good knowledge of TCP/IP and Network configuration at a Desktop OS level
  • Enterprise-level support of Active Directory and Exchange for troubleshooting, configuration, and administration activities
  • Previous experience in the creation of technical support documentation
  • Enterprise support of Microsoft Office 365, desktop, and Admin
  • Knowledge of Service Management processes, e.g., ITIL
  • Previous experience working in a managed service environment working to defined scope and with strict SLAs
  • Exposure to Infrastructure technologies – Server, Networks, etc.
  • Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP, or MCSE qualified) and related Office applications
  • Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers, and switches
  • Basic experience of Support/administration of Windows servers
  • Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
  • Installation, configuration, and troubleshooting of hardware and software

Experience & Qualifications:

  • Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2

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