Desktop Support Specialist

4 weeks ago

Gloucester, Gloucestershire, United Kingdom Ecclesiastical Insurance Group Full time
About the Role

We are seeking a skilled Desktop Support Technician to join our team at Ecclesiastical Insurance Group. As a key member of our Desktop Infrastructure Team, you will be responsible for maintaining and supporting all desktops, laptops, printers, and associated peripheral devices.

Your primary function will be to ensure a professional and resilient desktop support service for our end users. You will troubleshoot technical issues, provide timely solutions, and maintain a positive user experience.

This role involves:

  1. Professional and Resilient Support: Troubleshoot technical issues, provide timely solutions, and maintain a positive user experience.
  2. Proactive Engagement: Assist with a wide range of queries on various subjects to contribute to a seamless user experience.
  3. Remote Support: Extend your expertise to remote support for the entire organisation, ensuring consistent service delivery, regardless of location.
  4. Occasional Travel: Travel to other offices based within the UK and Ireland to broaden your experience and foster collaboration across teams.
Key Responsibilities
  • Proactively Monitor Desktop Trends and Systems: Ensure an optimized and resilient desktop infrastructure by collecting performance data to monitor desktop efficiency against service level agreements.
  • Support Business Collaboration via MS Teams and Poly AV Equipment: Support effective communication and collaboration across diverse teams.
  • Monitor Service Desk System and Resolution Time: Collaborate with the team to maintain a 100% fixed-on-target resolution time, ensuring prompt support for all users.
  • Provide Feedback on Resource Usage and System Failures: Identify areas for improvement and share insights with management.
  • Implement Remedies and Preventative Measures: Address issues promptly and work within the problem management process.
  • Serve as a Technical and Procedural Point of Referral: Support colleagues' skill development and knowledge sharing.
  • Keep Documentation Updated: Maintain accurate records for transparency and knowledge continuity.
  • Provision, Asset Manage, and Support Windows Devices: Ensure office/home-office equipment is functional and user-friendly.
  • Drive Desktop Estate Changes: Empower the business to maintain its market leadership.
Knowledge, Skills and Experience
  • MECM: Experience with Microsoft Endpoint Configuration Manager (MECM) for efficient device management.
  • Automated Deployment Processes: Familiarity with automated deployment techniques.
  • Microsoft Windows 10 & 11 Enterprise x64: Proficiency in managing Windows operating systems.
  • Microsoft 365 Suite of Applications: Knowledge of Microsoft 365 tools and their integration.
  • Supporting OneDrive in a Corporate Environment: Ability to assist users with OneDrive usage.
  • Remote Administration and Support: Competence in remote troubleshooting and assistance.
  • Networked Printers: Understanding of printer setup and maintenance.
  • Software Deployment and Asset Management: Experience in deploying software and managing assets.
  • NTFS Folder and File Permissions: Knowledge of access control settings.
  • Broad Knowledge of Desktop Hardware: Familiarity with various desktop-related hardware components.
  • Proven Relevant Technical IT Experience: Demonstrated expertise in an IT Desktop support role.
Desirable
  • Migration experience to M365 applications
  • Microsoft Endpoint/Azure modern desktop management administration
  • Scripting knowledge. VB, Powershell, SQL queries
  • Experience in supporting multi-site AV setups or an interest in learning
  • Azure knowledge
  • Ivanti Service Manager
  • CrowdStrike
  • Cisco VPN
  • Desktop Virtualisation experience
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • ITIL V3/V4 support framework and change management
What We Offer
  • A competitive salary - let's discuss it
  • Group Personal Pension - up to 12% employer contribution
  • Generous annual bonus scheme up to 24%
  • 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
  • An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
  • Up to £300 annual personal grant to a charity of your choice
  • Encouraged to take at least one volunteering day per year
  • Employee Assistance Programme
  • Full study support to gain professional qualifications

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