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We are looking for a Deskside Support Engineer who will be primarily based in Swindon or Fareham but may be required to travel to other customer locations at short notice to provide Deskside Support Services to our client. In this role you will be working in partnership with a high-profile organization providing support to users from within small Teams based on-site at various locations.
Key Tasks / Responsibilities
Act as a Deskside Services point of contact for users providing the technical resolution of desktop incidents (both hardware and software) as well as requests for moves/changes.
Manage own tickets throughout their Lifecycle and prioritize work to effectively achieve the SLA.
Ensure aged tickets are appropriately addressed; pended tickets are updated and monitor SLAs in real time to ensure compliance.
Keep the customer updated throughout the life of an incident; ensuring satisfactory call resolution is achieved.
Update the Incident Management System, clearly specifying the progress and call resolution details.
Ensure high priority/impact incidents are resolved using exceptional care, speed, and efficiency.
Work closely with the Operations Manager as your point of contact for service delivery escalations.
Handle and/or coordinate the resolution of technical and client issues, escalating to the Operations Manager or Service Delivery Manager, as necessary.
Recommend service improvements to Management and participate in the implementation of them.
Skills / Experience
We are looking for a self-motivated team player with good technical and interpersonal skills.
You will be able to multi-task and enjoy working in a dynamic and rapidly changing environment.
You will take pride in the quality of your work and enjoy being part of a highly motivated team being able to learn new technology and skills.
The key to the role is an understanding of the demands of our clients business and the ability to turn this into customer led solutions.
Technical Experience
Windows 10 and later, Adobe Acrobat suite, MS Office 365, MS Outlook, Lotus Notes, Remote Control Software including Remote Assist and RDP, Internet Explorer, Java, TCP\IP, MacAfee Anti-Virus/spyware, Symantec Endpoint Services, DOS, Active Directory, PC Hardware and Architecture, Networking. Knowledge of W11 services Autopilot & Intune would be beneficial.
Qualifications / Accreditations
Technical Microsoft Accreditations.
Service Management (ITIL) awareness.
You should have a full driving licence, access to a car and be able to travel to satellite locations. You should also have the right to work in the UK and be able to demonstrate this at interview.
