Desktop Support Engineer – Asset Management - S5/1015
The successful Desktop Support Engineer will be required to provide 1st and 2nd systems and application level phone and email support to users whilst adhering to set SLA’s and must be able to demonstrate an ability to provide a high level of both technical and customer support in a highly pressured environment.
Key skills required;
** A positive customer focused attitude.
**Ability to engage with the user to resolve Incidents within published processes and SLAs.
** Service excellence as a core value.
** Be visible and approachable on-site support of user population.
**Strong software and hardware troubleshooting knowledge of PCs, laptops, Citrix, printers, mobile devices & telecoms/voice.
** Ability to communicate in business language with all company personnel at all levels.
** Low scale Project management skills.
** Ability to identify technical solutions to achieve business outcomes.
** Problem & Trend Analysis and escalation.
** Ensure that all support calls are accurately logged, updated and closed on resolution in the call logging system.
** Take responsibility for performing additional duties as required.
** Strong experience in a customer services role; providing both IT helpdesk and applications support services.
** Experience with ITIL based incident and service request processes.
Nice to have;
** Experience with Windows Server – 2008, 2012 & 2016
** Experience with Microsoft SCCM
** Experience with call management software administration
** Experience with AirWatch
** Provide 1st /2nd systems and application level phone/email support to users
** Analyze problems, answer questions and provide training about the software
** Undertake daily maintenance tasks relating to the IT Infrastructure
** Identify, test, and identify workarounds for reported issues
** Provide regular updates to customers on open support issues
** Assist in editing of training materials, manuals and the knowledge base
Salary and benefits
Salaray of up to £25k
** Discretionary Annual Bonus
** Pension – Group Stakeholder Pension Plan provided by Friends Life; 5.3% employee and 10% employer contribution
** Life assurance – 4 times annual salary
** Private Medical Insurance
** Annual Leave – minimum of 25 days as standard with the opportunity to buy up to 5 days’ additional annual leave every March
** Plus further benefits including competitive family friendly offering , information available upon request
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