Desktop Support Specialist

4 weeks ago

Liverpool, Liverpool, United Kingdom DX Full time

Main Responsibilities

As a Desktop Support Specialist at DX, you will be responsible for the resolution of incidents and requests logged within the ITSM tool, providing services over the phone, email, in person, and via our Service Desk colleague portal. This includes installing, diagnosing, repairing, and maintaining all hardware and equipment to ensure optimal workstation performance.

Administrative and Data

  • Daily, weekly, and monthly system or compliance checks
  • Bespoke software support, setup, configuration, and administration
  • Produce and maintain documentation
  • Complete change requests for software installations and upgrades

Service Desk Support

  • Incident Management - classifying, prioritizing, recording, or capturing tasks or actions for audit purposes
  • Problem Management - identifying trends to reduce repeat incidents
  • Change Enablement - using change controls to help support the team
  • Knowledge Management - identify, capture, coach, and share knowledge
  • Service Fulfilment - accurately follow process & procedures
  • Liaising with managed service providers
  • Occasional site visits

Hardware, Server, and Networks

  • Low-level server maintenance and administration
  • VPN and security access
  • Troubleshooting network and hardware issues
  • Supporting internal phone systems
  • Asset Management
  • Multifunctional Device (MFD) support

Knowledge, Skills, and Experience

  • Previous 2-3 years' experience in a 1st/2nd line support role in a service-oriented environment
  • Foundation ITIL is desirable
  • Working with SLA's, OLA's, and XLA's or having a grounded understanding of all
  • Knowledge of Active Directory and Group Policy essential
  • Citrix environment experience is desirable
  • Microsoft: Windows OS, M365, Azure, and MS Exchange Online experience is an advantage
  • Hardware builds/configuration knowledge – laptops, desktops, and thin clients
  • PowerShell is desirable but not essential

Benefits:

At DX, our people are the foundation of our success. We reward our employees by providing different benefits at various stages of your employment with us, the most recent benefit we have added is Company Healthcare, which you become eligible for after 6 months of continuous service. This is a company-paid-for scheme at Level 1 allowing you to claim back for dental care and optician fees amongst other things. This is just one of the benefits that come with working at DX, the others are listed below:

  • Competitive Rates of Pay
  • Life Assurance
  • Enhanced Maternity & Paternity
  • Holidays: 20 days increasing with length of service + bank holidays
  • Long Service Recognition scheme
  • Company Pension Scheme
  • Employee Assistance programme including 24/7 Virtual GP
  • DX Discounts Portal
  • Excellent opportunities for career progression

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