Desktop Support Specialist

4 weeks ago

London, Greater London, United Kingdom Franklin Fitch Full time

Job Title: Desktop Support Engineer

Job Summary: We are seeking a skilled Desktop Support Engineer to join our team at Franklin Fitch. As a key member of our IT support team, you will be responsible for providing technical assistance to our clients, troubleshooting and resolving IT issues, and ensuring seamless operation of our IT infrastructure.

Key Responsibilities:

  • Technical Support: Provide expert technical support to our clients, resolving IT issues and ensuring minimal downtime.
  • Fast Response: Act as the primary point of contact for desktop user issues, providing timely and effective support to prevent work disruptions.
  • Service Desk Support: Collaborate with the Service Administrator to manage telephone calls and support tickets, ensuring seamless communication with our clients.
  • SLA Compliance: Ensure that Service Level Agreements (SLAs) are consistently met, providing high-quality support to our clients.
  • Issue Resolution: Take ownership of issues from start to finish, resolving them efficiently and effectively or escalating them as necessary.
  • Helpdesk Procedures: Adhere to established helpdesk procedures and policies, staying up-to-date with the latest technologies and platforms.

Requirements:

  • Experience: Proven experience within an MSP environment, with a strong background in IT support.
  • Qualifications: Strong knowledge of Microsoft Office and Windows, with experience in Windows Server and basic networking.
  • ITIL Best Practices: Familiarity with ITIL best practices and service management principles.

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