Onsite Desktop Support Specialist

3 weeks ago

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

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, hardware, and software issues.
  • Manage tickets throughout their lifecycle, prioritizing work to achieve SLAs.
  • Ensure aged tickets are addressed, pended tickets are updated, and monitor SLAs in real-time.
  • 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 with exceptional care, speed, and efficiency.
  • Collaborate with the Operations Manager for service delivery escalations.
  • Handle and coordinate the resolution of technical and client issues, escalating as necessary.
  • Recommend service improvements to Management and participate in their implementation.

Requirements:

  • Self-motivated team player with good technical and interpersonal skills.
  • Ability to multitask and work in a dynamic environment.
  • Pride in quality work and willingness to learn new technology and skills.
  • Understanding of client business demands and ability to turn them into customer-led solutions.

Technical Experience:

Windows 10 and later, Adobe Acrobat suite, MS Office 365, MS Outlook, Lotus Notes, Remote Control Software, 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.

Additional Requirements:

  • Full driving license and access to a car.
  • Ability to travel to satellite locations.
  • Right to work in the UK and ability to demonstrate this at interview.

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