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Job Title:Desktop Support Technician I
Location:Victoria, Westminster (5 days in a week from office)
Job type: 06 Months contract
Responsibilities:
Role Overview:
We are seeking a driven and technically minded Desktop Support Technician to join our global support team. You will serve as the first point of contact for employees; providing high-quality technical support via phone and chat. You will be responsible for diagnosing, triaging, and resolving a wide range of hardware and software issues. This role involves user onboarding, asset management, event and infrastructure support - ensuring our workforce remains productive and connected.
Key Responsibilities
Technical Support & Incident Management
Global Support: Provide front-line support to global customers via calls and chat, adhering to Service Management principles.
Triage & Resolution: Diagnose, assess, and triage incidents. Identify problems in computer systems and provide technical solutions with a goal of 90% First Call Resolution.
Troubleshooting: Expertly troubleshoot OS issues (BSOD, App Crashing, Performance tuning), VPN connectivity, and networking basics.
Incident Lifecycle: Take ownership of employee issues from start to finish. If escalation is required, monitor the progress of the ticket and maintain communication with the user.
Restoration: Quickly restore user laptops and applications to normal operation to minimize downtime.
Onboarding, Training & Knowledge
New Hire Setup: Facilitate the setup of workstations for new employees, ensuring all hardware and software is configured correctly.
User Training: Assist and train new and existing employees on how to utilize system software, key applications, and collaboration tools.
Documentation: Create and maintain Knowledge Base articles and process documentation. Advising users on appropriate courses of action.
Team Collaboration: Communicate call trends and technical challenges during team meetings.
Operations, Assets & Infrastructure
Asset Management: Handle vendor and asset management tasks; including stock take of IT assets and tracking inventory.
Maintenance: Perform installation, upgrades, and maintenance of software, hardware, and peripherals. Keep systems up to date with the latest security patches and upgrades.
AV & Projects: Provide ad-hoc support for meeting rooms & events as well as infrastructure and peripherals. Demonstrate the ability to take on small IT projects from start to finish.
Skills
.Qualifications and Skills
Required Experience
1+ year of experience in a fast-paced help desk environment.
Demonstrated experience supporting global users in a remote/hybrid environment.If you're excited about this role then we would like to hear from you!
Please apply with a copy of your CV or send it to Prasanna. merugu @ randstaddigital. com and let's start the conversation!
Randstad Technologies is acting as an Employment Business in relation to this vacancy