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Onsite Desktop Support Specialist
2 months ago
Job Title: Onsite Desktop Support Engineer
Job Summary:
We are seeking a skilled Onsite Desktop Support Engineer to join our team at GBA5 EntServ UK Limited. As a key member of our IT support team, you will be responsible for providing technical assistance to our clients on-site at various locations.
Key Responsibilities:
- Provide technical support for desktop incidents, including hardware and software issues, as well as requests for moves and changes.
- Manage tickets throughout their lifecycle, prioritizing work to meet service level agreements (SLAs).
- Ensure aged tickets are addressed, pended tickets are updated, and SLAs are monitored in real-time to ensure compliance.
- Keep customers informed throughout the life of an incident, ensuring satisfactory call resolution.
- Update the incident management system with progress and call resolution details.
- Resolve high-priority/impact incidents using exceptional care, speed, and efficiency.
- Work closely with the Operations Manager for service delivery escalations.
- Handle and/or coordinate the resolution of technical and client issues, escalating to the Operations Manager or Service Delivery Manager as necessary.
- Recommend service improvements to management and participate in their implementation.
Requirements:
We are looking for a self-motivated team player with good technical and interpersonal skills. You will be able to multitask and enjoy working in a dynamic and rapidly changing environment. You will take pride in the quality of your work and enjoy being part of a highly motivated team able to learn new technology and skills.
Technical Requirements:
Windows 10 and later, Adobe Acrobat suite, MS Office 365, MS Outlook, Lotus Notes, Remote Control Software including Remote Assist and RDP, Internet Explorer, Java, TCP/IP, MacAfee Anti-Virus/spyware, Symantec Endpoint Services, DOS, Active Directory, PC Hardware and Architecture, Networking. Knowledge of W11 services – Autopilot & Intune – would be beneficial.
Qualifications:
- Technical Microsoft Accreditations.
- Service Management (ITIL) awareness.
You should have a full driving license, access to a car, and be able to travel to satellite locations. You should also have the right to work in the UK and be able to demonstrate this at interview.
