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IT Service Delivery Expert

2 months ago

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

Job Summary:

We are seeking a highly skilled Desktop Support Specialist to join our team at GBA5 EntServ UK Limited. As a Desktop Support Specialist, you will be responsible for providing top-notch technical support to our clients, ensuring that their desktop software and hardware issues are resolved efficiently and effectively.

Key Responsibilities:

  • Provide first-line support via our on-site Tech Bar, ensuring that clients receive prompt and professional assistance.
  • Handle second-line incident tickets, escalating complex issues to senior support teams as needed.
  • Build, configure, and deploy desktops, laptops, and VDI terminals to end-users, ensuring seamless integration with our clients' systems.
  • Assist with software installation and deployment, ensuring that clients have access to the latest tools and technologies.
  • Collaborate with our 3rd Line support teams to resolve complex technical issues, providing expert guidance and support as needed.
  • Perform hardware installation, upgrade, and break-fix tasks for desktops, laptops, tablets, and mobile devices, ensuring that clients' systems are running smoothly and efficiently.
  • Provide second-line operational support across a variety of platforms, including Microsoft Windows 10, Microsoft Office 2010, and Cisco AnyConnect VPN.
  • Investigate and report network failures, taking ownership of ensuring that reports are run and uploaded accordingly.

Requirements:

  • Proven experience in desktop support, with a strong understanding of Microsoft Windows 10, Microsoft Office 2010, and Cisco AnyConnect VPN.
  • Knowledge of Active Directory, DNS, DHCP, and Microsoft SCCM.
  • Excellent written communication skills, with the ability to create concise and accurate call logs, documentation, and email correspondence.
  • Ability to work well as part of a team or independently, with a flexible approach to meeting the needs of our clients.

Desirable Skills:

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