Job Description
Position Summary
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Drive high level of customer service and satisfaction
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Manage incident and service request queues to ensure SLA’s are met
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Provide hands on resolution of 1 st to 2 nd line software and hardware incidents where required Work with offshore colleagues to deliver efficient and effective service
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Fulfill service requests for varied IT equipment
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Drive compliance to internal and external processes and standards
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Initiate service improvements to the overall service
Roles and Responsibility:
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Install, troubleshoot and repair desktop/laptop issues (both hardware/ software)
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Install Standard SOE Image on Desktops and Laptops.
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Install, configure and troubleshoot standard applications (MS office, Adobe, etc.)
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Basic troubleshooting of Conference devices/ Projectors/ Meeting room facilitation.
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Provide technical assistance and training to end users on computer operating systems and Standard applications.
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Instruct and assist end users in the use of computer equipment, software and accessories.
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Document all support activity within the IT Incident and Change Management tracking tool.
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Ensure standard operating procedures and known error logs are kept up to date.
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Support and monitoring of critical systems and services.
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Patching and build of desktop, Laptops and mobile devices.
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Systems backup monitoring and reporting
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Traditional 2nd line break/fix incident management
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Supporting Tech bar as per business requirements
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Participate in monthly Inventory Audits
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Follow Asset Management policies and ensure CMDB records are updated accurately and consistently.
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Provide first level break fix support for third party hardware and/or applications and liaise with vendor(s) to support and troubleshoot hardware and/or software.
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Participate in regular/daily data center housekeeping / maintenance checks. Escort Third Party / Vendor(s) for any works in the datacenter.
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Completing ad-hoc tasks set by the EUC Team Lead / Operations Manager(s)
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Be part of an on call Rota
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• Flexibility to work out of hours to meet business requirements
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• Maintaining Time sheets accurately on a daily basis
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• To work 9 hour shift and/or as per business requirements
Required Competencies
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Flexible, self-motivated and can do attitude
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Strong 1st to 2nd line technical skills
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Good Written and Verbal Communications
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Ability to follow Process Documentation and update as necessary
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Customer Service
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Able to learn and adapt to new technologies.
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Valid driving license with no more than 9 point
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Flexibility to work at both Milton Keynes office and Dordon as required.
Essential Technical Skills
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Support and troubleshooting of Operating Systems Windows 7 and 10
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SCCM 2008 & 2012(use of for deployment of Operating Systems and Applications)
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Software and Application Troubleshooting
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Basic knowledge of Networking, Active Directory and Exchange servers
Desirable Technical Skills
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ITSM tools, specifically Service Now
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ITIL foundation
Experience
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4+ years’ experience with minimum 2 years of experience in similar environment.
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