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Title: Desktop Engineer
Location: Milton Keynes
Salary: £25 - £27K PA

We are seeking a technically skilled, hands on and enthusiastic individual with a dedication to customer service.

Position Summary

  • Drive high level of customer service and satisfaction
  • Manage incident and service request queues to ensure SLA’s are met
  • Provide hands on resolution of 1st to 2nd line software and hardware incidents where required
  • Work with offshore colleagues to deliver efficient and effective service
  • Fulfill service requests for varied IT equipment
  • Drive compliance to internal and external processes and standards
  • Initiate service improvements to the overall service

Roles and Responsibility:

 

  • Install, troubleshoot and repair desktop/laptop issues (both hardware/ software)
  • Install Standard SOE Image on Desktops and Laptops.
  • Install, configure and troubleshoot standard applications (MS office, Adobe, etc.)
  • Basic troubleshooting of Conference devices/ Projectors/ Meeting room facilitation.
  • Provide technical assistance and training to end users on computer operating systems and Standard applications.
  • Instruct and assist end users in the use of computer equipment, software and accessories.
  • Document all support activity within the IT Incident and Change Management tracking tool.
  • Ensure standard operating procedures and known error logs are kept up to date.
  • Support and monitoring of critical systems and services.
  • Patching and build of desktop, Laptops and mobile devices.
  • Systems backup monitoring and reporting
  • Traditional 2nd line break/fix incident management
  • Supporting Tech bar as per business requirements
  • Participate in monthly Inventory Audits
  • Follow Asset Management policies and ensure CMDB records are updated accurately and consistently
  • 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.
  • Participate in regular/daily data center housekeeping / maintenance checks. Escort Third Party / Vendor(s) for any works in the datacenter.
  • Completing ad-hoc tasks set by the EUC Team Lead / Operations Manager(s)
  • Be part of an on call Rota
  • Flexibility to work out of hours to meet business requirements
  • Maintaining Time sheets accurately on a daily basis
  • To work 9 hour shift and/or as per business requirements

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