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London - £35,000-£40,000
The role is to provide onsite support and there will be daily contact with users at all levels. It should be expected that the role will be user facing and within a demanding environment. It will be representing the level of services expected and so a high level of professionalism and flexibility will be required. The role will be predominantly split between the sites local to London.
What will the key Responsibilities and Tasks be?
Provide desktop support (2nd/3rd Line) to user calls, (Includes the resolution of incidents up to Priority One level and handling Service Requests from basic Laptop/desktop builds to entire user IT relocation projects).
Build / rebuild and deployment of desktop / laptop machines in line with “Desktop-on-Demand” procedures and build standards using automated tools (SCCM) and manual processes as necessary.
Incident support and troubleshooting of any reported issues raised by a UK based service desk on behalf of users.
Adhere to the EUS best practices and charter.
Support and deployment of Mobile Phone’s - iPhone, Samsung and Nokia.
A small proportion of Support providing 2nd/3rd line server support, Troubleshooting Server issues and monitoring where required. Performing Server Maintenance backup’s etc.
Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout its lifecycle in a timely fashion.
Perform call resolution to the contractual Service Level Agreement (SLA), monitored by Key Performance Indicators (KPI) and call targets.
Ensure appropriate support is provided within contractual support hours. However a flexible attitude to work hours is expected and may require evening and weekend work on occasion.
Being part of an On-Call rota (4 person rota) Out of Hours
Attend other Sites within the area as required to assist in support duties.
Look to improve local procedures wherever possible
Carry out any other duties as requested.
What are the key skills/experience to make me right for this role?
Strong technical knowledge of Windows 7 & 10 Desktops and the ability to resolve problems
Good knowledge of local area network infrastructures
The ability to work individually as well as part of a team
Be able to multi-task and prioritise workload
To be customer focused and the ability to be able to communicate well with staff at all levels
To be self-motivated with willingness to exercise initiative
Knowledge of Smartphones and VPN/4G support
Supporting key areas of the business covering both desktop and Laptop user environments.
Excellent customer service
Good troubleshooting skills
Managing workload under high demand
Good clear written and verbal communication skills
A highly flexible attitude
Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally
This is an urgent role so please apply directly for more information