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Desktop Support Engineer 2nd Line
2 weeks ago
Experis are currently recruiting for a Desktop Support Engineer for a Government department with an office based in London. This role is required to ensure that there is adequate desktop support both onsite and remote.
The role will involve:
- Delivering all aspects of 1st Line and 2nd Line Client Support
- Delivering 2nd Line Client Support - including desktop and laptop hardware provisioning, software installation, telephony and user networking support.
- Maintaining accurate asset and configuration records and support documentation.
- Supporting Change and Release processes.
- Liaising with the Infrastructure and Application Support Teams in problem resolution and making sure processes are followed correctly.
- Customer facing - liaising directly with business users at all levels
- Proactive identification of service improvements.
- To connect and document processes and liaise closely with the Infrastructure team to take on additional roles.
Our client has a complex and challenging IT environment that includes a government secure network and hosts a range of investment banking type services (e.g. portfolio modelling tools, trading systems, market data systems).
**Experience**:
- 2-5 years working in IT support service roles
- Lots of experience of providing an effective IT support service in a complex and time-critical customer focused business environment
- Must be able to write and follow operational service desk procedures and bridge knowledge with the Infrastructure Team
- Proven experience in recommending and implementing IT based support methods and processes within a customer service desk function
- IT knowledge in the following areas - networking, storage and backup solutions, mobile device management, telephony systems and virtualisation
- Good customer relationship management skills
