1st Line / 2nd Line Desktop Support

1st Line / 2nd Line Desktop Support

Overview: A leading managed services provider are currently seeking a Service Desk Engineer / Desktop Support Engineer to provide 1st and 2nd line support for a leading household name in the media world!

Job Description

1st / 2nd Line Desktop Support
London
up to £27,000 pa + benefits.

Overview:
A leading managed services provider are currently seeking a Service Desk Engineer / Desktop Support Engineer to provide 1st and 2nd line support for a leading household name in the media world!

This role reports directly to the Operations Manager for on-going local management and direction. The role supports the group by:
" Providing Helpdesk support via the telephone for London and some European offices
" Supporting end users at the desk-side and providing 1st line/remote support for other users.
" Working as part of core IT helpdesk and desk-side support team
" Delivering moves, adds and changes of PC and phone equipment as well as AD account creation
" Undertaking small/medium IT projects (where time allows and as directed by IT Management)

Responsibilities:
Role Tasks
" Answering the helpdesk telephone system
" Resolving incidents for users via the telephone where possible
" Logging all calls/issues on the helpdesk ticketing system Service Now.
" Monitoring and answering issues submitted via email to the European Helpdesk Mailbox.
" Supporting end users at their desk-side and remotely where it is not possible
" Providing excellent customer service to all incident that are logged and managed via the team
" Providing excellent communication to users of the status of their incident
" Providing offsite conference support as and when required (may be in other European countries)

Technology Areas
" Windows 7/8.1
" Office 2010/2013
" HP Desktops and HP Laptops/MS Surface Pro 3
" Active Directory
" Mobile Devices - Blackberries, Iphones/Ipads, Windows Phone, Android
" Boardroom AV Setups (will be trained)
" Video Conferencing

Typical Issues
" Printer Jams
" Slow Running Desktops
" Hardware Fixes & Warranty Management
" Installs, Moves and Changes
" Password Resets
" Application Failures
" Setting up Mobile Devices
" Voicemail issues (Avaya)
" Boardroom support

Key Impact Areas
Support
" Effective team member of Support Team (Helpdesk and Desk-Side)
" Ensures effective communication to end users
" Provides incident resolution over the phone
" Provides incident resolution at the desk-side
" Provides incident resolution remotely when needed
Customer Satisfaction
" To ensure excellent customer satisfaction for individual support calls
" To ensure that the incidents are resolved in SLA
" To ensure excellent communication to the end users regarding the status of their incident


Qualifications:
Applicant Skills and Experience
The skills needed for this position must cover a general knowledge of desktop and laptop hardware and operating systems (Microsoft). It is very important that this role holder is a "people person" and has excellent communication and inter-personal skills.

Skill/Knowledge Requirements (Academic, Technical, Professional)
" 2-3 years of 1st/2nd Line technical support experience
" Customer service and satisfaction
" Positive attitude
" Excellent communication skills
" Excellent organisational skills
" Ability to get things done on their own
" Completer/finisher
" Previously worked in an office environment
" Good understanding of desktop related issues
" Understanding of Windows 7/8.1/Mac
" Understanding of Office 2010/2013
Technical Skills
Applicant Personality Traits
" Critical: must be a team player
" Excellent interpersonal and client-facing skills
" Excellent communication skills
" Ability to multi-task
" Ability to ensure detailed completeness of all tasks
" A "can do" attitude

Advanced Resource Managers IT Limited operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.

* Indicates a required field

* Indicates a required field