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Job title: Digital Workplace Support Engineer
Will the role be 100% remote, hybrid or 100% office? 100% Onsite – 5 Days/week
If the role is hybrid/ office based specify location: Coventry, Gaydon, Solihull, Manchester
Duration of assignment: 6 months contract InsideIR35
The PC support/Digital Workplace team is the front-line team dealing with End User Incidents and owning all IT related issues on behalf of our clients. Working within a large multi-disciple, multi-site team, the team will be focused on Incident resolution, problem management and process improvement
Key responsibilities:
Manage, respond to and resolve all End User and related incidents and problems
Installation, configuration and management of End User Devices and Applications
Responding to and containing IT Security threats and major incidents related to End User Devices and Applications
Liaising with 3rd party Vendors like HP or Dell to resolve the issues
Reduction in repeat incidents through effective Problem Management (Root Cause Analysis)
You are also required to work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to make sure that the projects are delivered in-time and as per expectations
Maintaining agreed SLA levels and always assuring Quality of delivery
Able to work in Early and Late shifts based on a rotational and at times would require working on Bank Holidays
Key skills/knowledge/experience:
ITIL Foundation certified, Ideally ITIL Incident/Problem Practitioner
3 years’ experience within a large complex IT department/organization
Ability to understand the Business from an user perspective. Remains visible to customers as the face of IT to listen to their concerns and share as needed
Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result)
Has Made customer-oriented decisions and shares great stories of exceptional customer service
Ensure that problems are logged, investigated, resolved and closed within agreed timescales. Complete data analysis to identify focus points for problem resolution based on customer impacts and documenting RCA’s
Proven focus and ability to Identify and drive through Service Improvements and Incident Reduction
Proven focus on identifying and documenting User and Service Risks and Issues.
Ability to co-ordinate incident resolution activity within and across IT teams, to ensure actions are completed within timescales
Works collaboratively with a range of people to support the wider business agenda
Group Policy Management
Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively.
Special working conditions (travel, on call etc):
100% onsite
Able to work in Early and Late shifts based on a rotation and at times would require working on Bank Holidays
Person specification:
Team member skills with interest to work and co-ordinate with other teams as part of resolving issues for End User related devices
Seniority level
* Seniority level
Executive
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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