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IT Support Specialist

1 month ago

Milton Keynes, Milton Keynes, United Kingdom GBA5 EntServ UK Limited Full time

Job Title: Desktop Engineer Position

Job Description:

We are seeking a highly skilled and customer-focused Desktop Engineer to join our team at GBA5 EntServ UK Limited. As a Desktop Engineer, you will be responsible for providing wide-ranging support to end-users in office environments, resolving issues accurately and efficiently, and maintaining a dedicated commitment to service quality and customer experience.

Key Responsibilities:

  • Providing technical support to end-users in office environments.
  • Resolving issues accurately and efficiently, within set targets and in a professional manner.
  • Maintaining a dedicated commitment to service quality and customer experience.
  • Taking ownership of tickets escalated from the service desk and other teams, handling them appropriately.
  • Working comfortably on your own, identifying, and prioritizing incidents, requests, and escalations accordingly.
  • Working well within the client environment.
  • Ensuring that all activity is accurately documented and recorded in line with ITIL practices.
  • Contributing to the creation and upkeep of Knowledge Base Articles.
  • Being comfortable working in a highly regulated environment, adhering to local and global policies.
  • Adhering to all IT Asset Management procedures and policies.
  • Building and deploying PCs, patching network points, troubleshooting printer problems, supporting standard software packages, and other general 'IT' tasks.
  • Being prepared to engage with ad-hoc tasks with a best effort and positive attitude.
  • Working comfortably in comms areas and data centres, providing 'Hands and Eyes' support to other teams as well as taking ownership and providing on-the-ground feedback and guidance to offshore teams.
  • Being ready and willing to learn new skills and procedures, growing and providing greater support for colleagues and clients.

Essential Skills / Qualifications:

  • Ready to learn and face new challenges.
  • Excellent English written and verbal communication skills.
  • Ability to work independently and as part of a small team.
  • Ability to work well with global teams.
  • Experience of working in a Desktop support role (3yrs+).
  • Tested software and hardware troubleshooting skills.
  • Experience of supporting Windows 10.
  • Experience supporting legacy Windows operating systems.
  • Experience of supporting Microsoft Office suites including Office 365.
  • Experiencing working in a highly regulated / ITIL environment, with appropriate service / ticketing systems.
  • Proficiency with Network Infrastructure e.g., switches, routers, APs, patching, network architecture knowledge.
  • Server Hardware support experiencing racking, providing Hands and Eyes support (RHES)
  • Printer hardware knowledge.
  • Willingness to support essential out of hours work when required.
  • ITIL knowledge.

Desirable Skills / Qualifications:

  • Good motivation, able to plan and prioritize work and demonstrate excellence customer service skills
  • Flexibility and have a can-do attitude
  • Vendor hardware repair accreditation
  • Windows accreditation
  • ITIL foundation

Investment In Training and Development:

  • We offer a comprehensive range of training and career development opportunities, a structured induction programme, tailored job training as well as mentoring and support for relevant sponsored professional qualifications.
  • We're developing an environment where people can grow and harness their careers and skills to be the best that they can be to focus on the long term.
  • As part of our competitive remuneration package, flexible benefits are available. There is an option to 'flex up and down' on specific benefits, for example buy or sell annual leave, Private Medical Benefit, Dental and Travel Insurance.
  • You will also have access to 'Perks at Work', a discount store to purchase gift cards at reduced rates and get discounts on holidays, restaurants, activities, groceries and more.