Desktop Support Specialist

4 weeks ago


Edinburgh, Edinburgh, United Kingdom GBA5 EntServ UK Limited Full time

Job Title: Desktop Support Specialist

Job Summary:

We are seeking a skilled Desktop Support Specialist to join our team at GBA5 EntServ UK Limited. As a key member of our IT department, you will be responsible for providing advanced 2nd Line support to our clients, resolving a wide range of desktop software and hardware incidents and service requests.

Key Responsibilities:

  • Provide technical support to clients via the Tech Bar, escalating complex issues to 3rd Line support teams as needed.
  • Responsible for 2nd Line incident ticket handling, escalation, and problem diagnosis.
  • Act as the Point of Contact for VIP Escalations, providing 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.

Requirements:

  • 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.

Desirable Skills:

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


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