Desktop Support Engineer – 6 month contract initially, with potential extensions. Based onsite in West Midlands (Solihull, Wolverhampton, Gaydon, Whitley). Rate: £200–£250 per day (via umbrella).
We have a progressive organisation where you can make a difference. This role is a long‑term programme for a Desktop Support Engineer.
Key Responsibilities
* Assistance connecting BYOD devices to provisioned Wi‑Fi (Office M) including support where users encounter issues connecting.
* Support for frontline workers for technical issues during application setup on mobile devices.
* EUS onsite support (Mon‑Fri, 8 am‑4 pm UK) to assist with the app experience rollout.
* App download and authentication as per documentation shared by programme.
* Registration of device as MFA (multi‑factor authentication) (biometrics).
* Resolution of authentication issues such as password resets, account unlocking and raising tickets for other teams (Security/Office 365).
* Application and access issues related to MyTime based on documentation shared with the EUS team by programme.
* Troubleshoot and raise IT tickets if unable to resolve by the existing EUS team.
* Feedback queries and issues through hyper‑care queue for resolution and management.
* Provide support to the wider programme team to update knowledge articles with common queries experienced and resolution.
* 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.
* Liaise with 3rd‑party vendors like HP or Dell to resolve issues.
* Reduction in repeat incidents through effective problem management (root cause analysis).
* You are also required to work with / assist the projects team with technical issues in the initiation, planning and execution phases of different IT‑related projects to ensure that the projects are delivered in‑time and as per expectations.
* Maintain agreed SLA levels and assure quality of delivery at all times.
* Able to work in different West Midlands sites (Gaydon, Wolverhampton, Whitley, CB) in the UK.
* Able to work 24 × 5 at site.
Key Skills and Experience
* In‑depth and proven experience of client operating systems like Windows 10/11 to MCP certification level.
* Diagnose and resolve problems related to desktops, laptops, printers and network connectivity.
* Perform minor repairs and escalates major issues to vendors when necessary.
* Set up and configure desktops, operating systems and required applications.
* Respond to user inquiries and provide guidance on hardware/software usage.
* Develop training materials and assist users in understanding IT policies and best practices.
* Possess a valid UK driving licence (requests to support nearby satellite sites).
* L1 support for audio/video and meeting room equipment.
* Excellent communication skills.
* ITIL Foundation certified; ideally ITIL Incident/Problem Practitioner.
* Three year's experience within a large complex IT department/organisation.
* Ability to understand the business from a user perspective; remains visible to customers as the face of IT.
* Proactively takes responsibility, owns any issues arising and follows through to resolve them.
* Has made customer‑oriented decisions and shared stories of exceptional customer service.
* Ensures 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 documents 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 coordinate 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.
* Always remains focused on the most critical/impactful task to hand using all resources efficiently and effectively.
We welcome applications from all individuals, regardless of background or identity. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
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