Deskside Support EngineerManchester (perm office based) and Leeds office once a week (travelwill beexpensed)
Reports to: ITService Delivery Manager UK and Ireland
To provide aprofessional onsite Second Line Deskside IT support service for theManchester and Leeds offices. Responsibilities will include supportof Microsoft desktop technologies basic hardware troubleshootingmeeting room and computer room management network patching andapplication support for core applications. To action incidents andrequests escalated from first line support in support of businessrequirements and to agreed support hours Monday toFriday.
This should be in line with internal incidentchange configuration and project management processes to agreedService Level Targets. The role is based in the Manchester officefour days a week with one day a week in the Leeds office (travel isexpensed). All activity is logged and managed through the ServiceManagement platformServiceNow.
Keyresponsibilities
Incident /Request Management
Provide support for allincidents and service requests for all ITsystems/services.
Providing support in person over thephone and using MS Teams.
Ensure that incidents andrequests are resolved in a timely manner in line with Service LevelAgreements (SLA).
Escalate issues to 3rd line support asrequired either to EMEA 3rd line or external service providersensuring they are driven to meet service level targets andcommunicate the status via regular updates to the incident ticketand where necessary to Incident Management.
* End to end ownership of all ITincidents and requests with responsibility for all communicationand the technical resolution.
* Follow theescalation process to ensure a consistent and professional ITsupport service is offered.
* Manage all useradministration tasks such as joiners leavers andchanges.
* Attend and Deliver Tech Expert eventsas and when requested.
* Provide proactive onsitetraining i.e. technology events tips of the weeketc.
* Provide support for client meetings and AVsetup.
* Support of Desktop PCs Laptops and localhardware devices.
* Management/Support of remoteworking.
* iPhone iPad Windows and Android Phonesupport.
* Manage onsite Server Room in line withIT Processes and tickets from EMEA Infrastructureteam.
* HardwareProcurement.
* SalesforceAdministration.
* Analytical problemsolvingskills to follow an incident or problem through toresolution.
* Excellent Customer serviceskills.
* Experience of working in an ITILenvironment preferred but not essential.
* Useinitiative with a positive and candoattitude.
* Identify business impacting incidentsand escalate according via the escalationprocess.
* Ability to communicate effectivelywith a confident telephone manner.
* Excellentattention to detail and in all writtencommunication.
* Tactful and diplomatic whendealing with pressurised situations.
* Able tomanage own tasks across various areas and prioritise appropriatelyaccording to SLA to meet businessdeadlines.
* Ability to work effectively aloneand within your team/group or project under the appropriatesupervision.
* Maintain good workingrelationships with all members ofIT.
* Professional appearance and attitude at alltimes.
* Flexible approach to role includingtravel where required.
* Highly motivated willingto continually update knowledge and skillset.
* Ability to liaise and communicate with alllevels within IT and across thebusiness.
* Microsoft Office365
* MicrosoftTeams
* Microsoft TeamsTelephony
* Microsoft Windows 8/Windows10/Windows 11
* Microsoft Active Directoryadministration
* Salesforce
* Exchangeadministration
* Knowledge of ADSL and WiFitechnologies
* Knowledge of Apple and AndroidMobile devices
* Knowledge of networkingconcepts
* Knowledge of all core applicationsincluding but not limitedto:
* Citrix
* CiscoTelephony
* Printing
* Emailarchivingsolutions
* SCCM
* Knowledge ofremote working solutions such as Broadband 3G4G and VPNs (virtualprivate network)
* Knowledge of building PCs andtroubleshooting support issues
* KnowledgeArticle Creation
* Provide a professionalapproachable and technical IT support service to thecompany.
* Ownership of all incidents and servicerequests managed by 2nd line.
* 85% of incidentsresolved within OLA.
* 90% of incidents resolvedwithin SLA.
* 90% of incidents responded to withOLA.
* Feedback from team members and customersatisfaction questionnaires.
* Regularperformance and developmentreview.
CustomerEngagement
* Attend andDeliver Tech Expert events as and whenrequested.
* Provide proactive onsite trainingi.e. technology events tips of the weeketc.
* Provide support for client meetings and AVsetup.
GeneralOperationsManagement
* Support ofDesktop PCs Laptops and local hardwaredevices.
* Management/Support of remoteworking.
* iPhone iPad Windows and Android Phonesupport.
* Manage onsite Server Room in line withIT Processes and tickets from EMEA Infrastructureteam.
* HardwareProcurement.
* SalesforceAdministration.
Changeand Configuration Management
Follow the change management process to ensure changes to theDesktop infrastructure follows the agreed process and do not causeunplanned outages.
Work on assigned tasks associated withthe Change process.
To manage and maintain the accuracyof the Desktop infrastructure components held in the ConfigurationManagement Database by following the agreed configurationmanagement process.
Project Management
Involved in project management processfrom inception through to transition to business as usual as thepoint of contact for Service Delivery team as directed by linemanager.
Participate as a project resource as and whenrequired to provide Desktop support and where required deliver thesolution within agreed timescales.
Ensure participationin project activity isapproved.
Qualifications andexperience
SoftSkills:
* Analyticalproblemsolving skills to follow an incident or problem through toresolution.
* Excellent Customer serviceskills.
* Experience of working in an ITILenvironment preferred but not essential.
* Useinitiative with a positive and candoattitude.
* Identify business impacting incidentsand escalate according via the escalationprocess.
* Ability to communicate effectivelywith a confident telephone manner.
* Excellentattention to detail and in all writtencommunication.
* Tactful and diplomatic whendealing with pressurised situations.
* Able tomanage own tasks across various areas and prioritise appropriatelyaccording to SLA to meet businessdeadlines.
* Ability to work effectively aloneand within your team/group or project under the appropriatesupervision.
* Maintain good workingrelationships with all members ofIT.
* Professional appearance and attitude at alltimes.
* Flexible approach to role includingtravel where required.
* Highly motivated willingto continually update knowledge and skillset.
* Ability to liaise and communicate with alllevels within IT and across thebusiness.
TechnicalSkills:
* ServiceNOW
* MicrosoftOffice 365
* MicrosoftTeams
* Microsoft TeamsTelephony
* Microsoft Windows 8/Windows10/Windows 11
* Microsoft Active Directoryadministration
* Salesforce
* Exchangeadministration
* Knowledge of ADSL and WiFitechnologies
* Knowledge of Apple and AndroidMobile devices
* Knowledge of networkingconcepts
* Knowledge of all core applicationsincluding but not limitedto:
* Citrix
* CiscoTelephony
* Printing
* Emailarchivingsolutions
* SCCM
* Knowledge ofremote working solutions such as Broadband 3G4G and VPNs (virtualprivate network)
* Knowledge of building PCs andtroubleshooting supportissues
Documentationskills:
* KnowledgeArticleCreation
DeliverablesandMeasureables
* Provide aprofessional approachable and technical IT support service to thecompany.
* Ownership of all incidents and servicerequests managed by 2nd line.
* 85% of incidentsresolved within OLA.
* 90% of incidents resolvedwithin SLA.
* 90% of incidents responded to withOLA.
* Feedback from team members and customersatisfaction questionnaires.
* Regularperformance and developmentreview.