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Reporting to the Director of Support, this role will serve as a crucial in person escalation primarily for the Executive Team. The role also demands technical expertise, a customer-focused mindset, and the ability to handle escalated desktop-related issues efficiently.
Provide first and second-line technical support for end-user computing devices, including desktops, laptops, smartphones, and tablets & the corresponding operating systems.
Incident Management:
• Log, track, and manage support incidents through to resolution.
• Ensure timely communication with end-users regarding the status of their reported issues
Software Support:
• Assist in the installation, configuration, and troubleshooting of software applications
•Provide guidance to end-users on software-related queries.
Collaboration:
• Work closely with other IT teams, EUC Support Lead, and vendors to address complex technical issues.
• Contribute insights and suggestions for improving EUC services.
EUC Infrastructure Management:
• Assist in maintaining and optimising end-user computing infrastructure
• Contribute to the implementation of EUC projects and initiatives.
Desktop Support:
• Provide support for desktop-related issues, ensuring timely and effective resolution to underlying issues to a service or item.
• Serve as an escalation point for complex issues from the EUC Team.
Hardware and Software:
• Support office infrastructure such as Audio Visual, Networking, WiFi and CCTV hardware when needed User Assistance:
• Assist end-users with IT-related queries, offering clear and effective guidance.
• Provide advanced training and documentation to users and EUC Engineers for optimal user self-service and enhanced support service.
Diagnosis and Resolution:
• Diagnose and resolve escalated hardware and software issues using systematic diagnostic mindset.
• Collaborate with the Desktop Support Lead for efficient resolution of issues requiring infrastructure attention.
Collaboration and Escalation:
• Collaborate with the EUC Team and other IT teams to ensure seamless IT operations.
• Escalate complex and work with SMEs to resolve challenging issues and if necessary 3d party external partners to resolve complex problems
Asset Management:
• Manage and maintain an accurate inventory of all desktop-related assets
• Ensure accurate tracking and recording of hardware and software changes, upgrades, and installations.
Remote Support:
• Provide advanced remote assistance to users through the provided support channels
• Use remote access tools for troubleshooting and problem resolution
Knowledge, skills, and experience desired for the role:
• Minimum of 3 years experience in desktop support or relevant IT role
• Experience as desktop support engineer or similar
• Advanced O365 Admin/AzureAD knowledge
• Knowledge and experience using intune MDM
• Experience in user support or related roles
• Experience of supporting O365 Apps such as Word, Excel, Teams
• Knowledge of M365 & O365 suite Administration
• Proficiency in troubleshooting hardware and software issues
