Desktop Support Engineer

Desktop Support Engineer, West End, London. £35,000

We are now looking for an IT Support Engineer the role requires a reliable, confident and pro-active person, whom also understand the importance of confidentiality and discretion. This role supports the end user IT and telecommunications needs of the London based staff the 3 sites in London.
You will be responsible for the day to day support of a current population of around 100 IT users, associated applications and liaison with IT vendors and other IT functions who provide services for the London teams. 

Job Description:

Risk analysis and DR planning and procedures with regards the businesses you support. 
Perform basic troubleshooting and diagnosis for issues using technical resources and monitoring tools available. 
Take ownership to investigate and troubleshoot issues, including tracing root causes, fixes and prevent a re occurrence. 
Produce new and maintenance of existing documentation. 
Proactive housekeeping procedures. 
Respond to outages and other service-related activities. 
Ability to run a major incident process including tasking colleagues and notification for the 3 sites you are responsible for. 
Maintain a high degree of industry exposure and education in an effort to keep abreast of current technology and applications. 
Monitor and report KPI's to your direct reports. 
Other duties as assigned. 

Key Responsibilities:

Provisioning of new users with agreed IT and telecommunications equipment. 
Creation of both Active Directory and email accounts. 
Build robust processes for maintaining a secure environment by use of patch management tools.
End user software / application support and troubleshooting, this includes but is not restricted to client operating systems, Microsoft Office products, banking applications, Intranet and other 3rd party software. 
Network support and troubleshooting, this included cabling, switches and WAN connectivity. 
Backup and restore strategy inclusive of annual testing. 
Desktop and laptop hardware refresh program. 
To ensure that the London offices maintain effective IT systems with minimum downtime and disruption. 

Introduce an IT Service Desk to the London offices 
Provide knowledge and training to end users of internal IT systems. 
Participate, in conjunction with the wider division IT Management, the IT strategy for business improvements and continuity. 
Manage and maintain the usage and distribution of the mobile phone equipment and liaise with the network provider for connectivity issues. 
Manage and maintain the vendor providing VoiP telephone services. 
Manage the vendor providing printer and photocopier usage and maintenance. 
Support and participate in the business remaining GDPR compliant. 
Provision of secure shared folders. 

Experience Required 

Experience of Microsoft products. 
General IT support with an appreciation of end to end process and infrastructure involved in a company using enterprise IT. 
Exposure to an IT service desk or IT support team with demonstrable and successful outcomes. 
Experience of IT service management and support. 
Troubleshooting of back office infrastructure such as Active Directory and Email (exchange, O365). 
Ability to plan and manage software upgrades and migrations from older platforms. 
Ability to assist in ensuring all IT related legislation and licensing laws are adhered to. 
Ability to assess and evaluate new products that may be of use or enhance the business systems. 
Ability to provide input to accounting function for budgeting and actuals reporting. 
Third party supplier management and monitoring of services delivered. 
Must demonstrate accountability, sound decision making, priority setting and analytical thoroughness. 
Problem Solving and Analysis. 
Customer focused, business priority driven. 
Maintains policies, procedures and standards. 
Strong & confident communicator, both verbally and in written format. 
Ability to focus on deadlines and deliverables. 
Demonstrable mix of skills, including technical ability with a high level of innovative thinking. 
Familiar with IT system auditing and accountability. 
Comprehensive knowledge of information systems technology, including network and telecommunications, security, and IT best practices (ITIL). 

Minimum Qualifications and Experience:
Recognised professional I.T. qualifications or relevant Information Technology or related subject / experience. 
ITIL Qualified – desirable.