Deskside Support Engineer

Deskside Support EngineerBirmingham (perm officebased)

Reports to: ITService Delivery Manager UK and Ireland

Toprovide a professional onsite Second Line Deskside IT supportservice for the UK and Ireland offices. Responsibilities willinclude support of Microsoft desktop technologies basic hardwaretroubleshooting meeting room and computer room management networkpatching and application support for core applications. To actionincidents and requests escalated from first line support in supportof business requirements and to agreed support hours Monday toFriday.

This should be in line with internalincident change configuration and project management processes toagreed Service Level Targets. The role is based in the Birminghamoffice and provides onsite support to all UK and Ireland offices.Travel to other offices as necessary in line with businessrequirements. All activity is logged and managed through theService Management platform ServiceNow.

Keyresponsibilities

Incident/ Request Management

Providesupport for all incidents and service requests for all ITsystems/services.

Providing support in personover the phone and using MS Teams.

Ensure thatincidents and requests are resolved in a timely manner in line withService Level Agreements (SLA).

Escalate issuesto 3rd line support as required either to EMEA 3rd line or externalservice providers ensuring they are driven to meet service leveltargets and communicate the status via regular updates to theincident ticket and where necessary to Incident Management.

• End to end ownership of all ITincidents and requests with responsibility for all communicationand the technical resolution.
• Follow theescalation process to ensure a consistent and professional ITsupport service is offered.
• Manage all useradministration tasks such as joiners leavers and changes.
• Attend and Deliver Tech Expert events as andwhen requested.
• Provide proactive onsitetraining i.e. technology events tips of the week etc.
• Provide support for client meetings and AVsetup.
• Support of Desktop PCs Laptops andlocal hardware devices.
• Management/Support ofremote working.
• iPhone iPad Windows andAndroid Phone support.
• Manage onsite ServerRoom in line with IT Processes and tickets from EMEA Infrastructureteam.
• Hardware Procurement.
• Salesforce Administration.
• Analytical problemsolving skills to follow anincident or problem through to resolution.
• Excellent Customer service skills.
• Experience of working in an ITIL environmentpreferred but not essential.
• Use initiativewith a positive and cando attitude.
• Identifybusiness impacting incidents and escalate according via theescalation process.
• Ability to communicateeffectively with a confident telephone manner.
• Excellent attention to detail and in allwritten communication.
• Tactful and diplomaticwhen dealing with pressurised situations.
• Ableto manage own tasks across various areas and prioritiseappropriately according to SLA to meet business deadlines.
• Ability to work effectively alone and withinyour team/group or project under the appropriate supervision.
• Maintain good working relationships with allmembers of IT.
• Professional appearance andattitude at all times.
• Flexible approach torole including travel where required.
• Highlymotivated willing to continually update knowledge and skill set.
• Ability to liaise and communicate with alllevels within IT and across the business.
• Microsoft Office 365
• Microsoft Teams
• MicrosoftTeams Telephony
• Microsoft Windows 8/Windows10/Windows 11
• Microsoft Active Directoryadministration
• Salesforce
• Exchange administration
• Knowledge of ADSL and WiFi technologies
• Knowledge of Apple and Android Mobile devices
• Knowledge of networking concepts
• Knowledge of all core applications includingbut not limited to:
• Citrix
• Cisco Telephony
• Printing
• Email archiving solutions
• SCCM
• Knowledge of remoteworking solutions such as Broadband 3G4G and VPNs (virtual privatenetwork)
• Knowledge of building PCs andtroubleshooting support issues
• KnowledgeArticle Creation
• Provide a professionalapproachable and technical IT support service to the company.
• Ownership of all incidents and servicerequests managed by 2nd line.
• 85% of incidentsresolved within OLA.
• 90% of incidents resolvedwithin SLA.
• 90% of incidents responded to withOLA.
• Feedback from team members and customersatisfaction questionnaires.
• Regularperformance and development review.

CustomerEngagement

• Attend andDeliver Tech Expert events as and whenrequested.
• Provide proactive onsite trainingi.e. technology events tips of the week etc.
• Provide support for client meetings and AVsetup.

GeneralOperationsManagement

• Supportof Desktop PCs Laptops and local hardwaredevices.
• Management/Support of remote working.
• iPhone iPad Windows and Android Phone support.
• Manage onsite Server Room in line with ITProcesses and tickets from EMEA Infrastructure team.
• Hardware Procurement.
• SalesforceAdministration.

Changeand ConfigurationManagement

Follow thechange management process to ensure changes to the Desktopinfrastructure follows the agreed process and do not causeunplanned outages.

Work on assigned tasksassociated with the Change process.

To manageand maintain the accuracy of the Desktop infrastructure componentsheld in the Configuration Management Database by following theagreed configuration managementprocess.

Project Management

Involved in project managementprocess from inception through to transition to business as usualas the point of contact for Service Delivery team as directed byline manager.

Participate as a project resourceas and when required to provide Desktop support and where requireddeliver the solution within agreed timescales.

Ensure participation in project activity is approved.

Qualifications andexperience

SoftSkills:

• Analyticalproblemsolving skills to follow an incident or problem through toresolution.
• Excellent Customer service skills.
• Experience of working in an ITIL environmentpreferred but not essential.
• Use initiativewith a positive and cando attitude.
• Identifybusiness impacting incidents and escalate according via theescalation process.
• Ability to communicateeffectively with a confident telephone manner.
• Excellent attention to detail and in allwritten communication.
• Tactful and diplomaticwhen dealing with pressurised situations.
• Ableto manage own tasks across various areas and prioritiseappropriately according to SLA to meet business deadlines.
• Ability to work effectively alone and withinyour team/group or project under the appropriate supervision.
• Maintain good working relationships with allmembers of IT.
• Professional appearance andattitude at all times.
• Flexible approach torole including travel where required.
• Highlymotivated willing to continually update knowledge and skill set.
• Ability to liaise and communicate with alllevels within IT and across thebusiness.

TechnicalSkills:

• ServiceNOW
• MicrosoftOffice 365
• MicrosoftTeams
• Microsoft Teams Telephony
• Microsoft Windows 8/Windows 10/Windows 11
• Microsoft Active Directory administration
• Salesforce
• Exchangeadministration
• Knowledge of ADSL and WiFitechnologies
• Knowledge of Apple and AndroidMobile devices
• Knowledge of networkingconcepts
• Knowledge of all core applicationsincluding but not limited to:
• Citrix
• Cisco Telephony
• Printing
• Email archiving solutions
• SCCM
• Knowledge of remoteworking solutions such as Broadband 3G4G and VPNs (virtual privatenetwork)
• Knowledge of building PCs andtroubleshooting supportissues

Documentationskills:

• KnowledgeArticleCreation

Deliverablesand Measureables

• Provide a professionalapproachable and technical IT support service to thecompany.
• Ownership of all incidents and servicerequests managed by 2nd line.
• 85% of incidentsresolved within OLA.
• 90% of incidents resolvedwithin SLA.
• 90% of incidents responded to withOLA.
• Feedback from team members and customersatisfaction questionnaires.
• Regularperformance and developmentreview.