You will be joining this rapidly growing service line responsible for all EUC to the three major hospitals across Leicester (including some auxiliary site support). We embody Service Operations, Service Desk, AMO, Cloud technology, End User Compute and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, cloud, service desk, EUC tools and technologies. We are passionate about delivery and work in line with the core NTT DATA values. We also support a healthy work / life balance and encourage great team spirit. We are seeking a technically skilled, hands on individual who understands the importance of high level customer support. We are looking for someone who has End User Deskside Support experience. What youll be doing: This role is responsible for providing on-site desk-side operational support for our client in Leicester. The primary focus will be managing deskside devices across multiple sites, supporting both standard and VDI configurations. Additionally, the role will involve correctly handling incidents, problems, requests, and changes in accordance with ITIL best practices, ensuring that SLAs are consistently met. Your responsibilities will include: • Robust handling of End User Support Tickets, both Incidents and Requests • Organise your work queue and proactively resolve tickets using the Ivanti Neurons Service Desk software • Timely updates of support tickets with clear communication of the ticket status / resolution given • Troubleshooting and resolving hardware and software issues in line with MBP (Managed Business Partner) agreed processes and procedures • Provide end user support / training / advice on relevant hardware and software support • To be able to work with other IT support teams (including offshore teams), where relevant, to help resolve support tickets • Direct support tickets to other support teams where applicable • Update CI’s (assets) to keep the CMDB up to date when deploying / redeploying hardware • Document / Update and share any fixes in the Knowledge Base (Ivanti Neurons) • Suggest any work related improvements you identify to your Team Lead • Log support calls with 3rd Party Support such as HP for Desktop / Laptops repairs • Image and configure desktop and laptop devices ready for end user deployment • Able to help configure / support / troubleshoot Apple iOS devices such iPhones, iPods and iPads using the Intune platform • To carry out your duties in a professional and friendly manner • To work with Onshore and Offshore support teams • Providing support to all sites across the Trust where business needs require • Strictly adhere to NTT DATA and MBP policies, processes and guidelines including timesheet submission, leave communication/logging, the Security Management Plan What experience youll bring: • You will have a strong working knowledge of Windows 11, PC Hardware and iOS devices and supporting environments, M365, and Support Ticket Management to meet the teams SLA’s. You will also be comfortable with hands on physical work within the wider office to support the extended team. • You will have primary experience of working in a Desktop Support Environment, confident with Support Ticket Management, and have excellent customer skills with all levels of users (including VIP’s). • Be capable of managing your own work time, be able to understand and resolve technical issues within your work scope, work as part of a team, have a ‘can-do’ attitude and complete tasks by agreed deadlines. • The successful candidate will need an appreciation of ITIL methodology, along excellent administration and communication skills.