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Desktop Support Specialist

2 months ago

Edinburgh, Edinburgh, United Kingdom GBA5 EntServ UK Limited Full time
Job Description:

As a Desktop Support Specialist at GBA5 EntServ UK Limited, you will be responsible for providing exceptional technical support to our clients. Your day-to-day activities will include resolving a wide range of desktop software and hardware incidents and service requests, while minimizing disruption and delivering first-class customer service.

This is a full-time position working a 37.5-hour week, with a flexible approach required as overtime and on-call duties may be necessary. The ideal candidate will need to have a strong understanding of technical standards and service delivery processes, as well as the ability to work well as part of a team or independently.

Key Responsibilities:

  • Provide advanced 2nd Line support from ticket escalation via the Tech Bar
  • Responsible for 2nd Line incident ticket handling, escalation, and problem diagnosis
  • Act as the Point of Contact for VIP Escalations to provide fast and efficient resolutions
  • Desktop / Laptop / VDI – build, configuration, and deployment to end users
  • Assist with complex software installation / deployment
  • Work within challenging SLA's and follow escalation paths to the leadership team and product specialists and 3rd parties promptly when required
  • Represent the Deskside team in customer meetings and deputise in the Team/Function Lead absence

Secondary Responsibilities:

  • Guide and advise the 1st Line Support Team and apprentices for first time fix rates and enhance service
  • Assisting the 3rd Line support teams with laptop, desktop, and VDI terminals support tickets
  • Smartphone support (BlackBerry MDM)
  • Assisting with customer projects on an ad-hoc basis
  • Create and update procedural documentation
  • Basic telephony exchange support and local network cable patching
  • Provide second-line operational support across a variety of platforms
  • Initial investigation and reporting of network failures
  • Take ownership in ensuring that reports are run and uploaded accordingly

Essential Skills and Qualifications:

  • Knowledge of Microsoft Windows 10 Operating Systems as well as legacy OS i.e. Win7, XP – Deployment, configuration, and support
  • Knowledge of Microsoft Office 2010 onwards
  • Working knowledge of Active Directory – Administration Centre
  • Basic understanding DNS, DHCP
  • Working knowledge of Cisco AnyConnect VPN and RSA Secure Login
  • Proven and demonstrable software and hardware troubleshooting skills
  • Knowledge of Microsoft SCCM and OS / Application deployment
  • Good written communication: concise and accurate call logging, documentation, and email correspondence
  • Able to work well as part of a team or independently

Desirable Skills / Qualifications:

  • ITIL Version 4 Foundation
  • CompTIA A+ Certification
  • Microsoft Windows 10 training and certification