Description
The primary purpose of the role is to provide day-to-day support for Deskside Support Service (DSS) on either a customer or our own site. Requests and incidents will be assigned and managed until resolved.
- Provide Desktop IT Break-Fix on Customers site for incidents reported through our contact centre or through the Customers Call Management System to meet agreed SLA's.
- Undertake day to day operations ensuring that all incidents, service requests, and site maintenance work are effectively supported making sure that the impact and disruption on the IT services are kept to an absolute minimum.
- Ensure that all processes, policies and procedures are completed as per documentation.
- Build relationships with the customer and end users to ensure that company image is maintained and enhanced to deliver first class customer satisfaction
- Hardware Support is key and to manage and maintain an accurate spares and consumables inventory to achieve fix in time targets.
- Escalate to the Service Delivery Manager any issues with the services we provide that will not meet the respective service/project delivery targets.
- Completes any other relevant duties applicable to the scope of the on-site engineer as documented in the site procedures documents or required by the Service Delivery Manager
- To maximize revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.
Responsibility for maintaining IT Services provided and maintaining Customer Performance individually and as part of a team as agreed by the Service Delivery Manager:
- Ensuring Support of all Desktop IT Equipment and associated Applications
- Management of Incidents to achieve the SLA.
- Manage Spare Parts needed to Support Equipment
- Control costs in line with set budget
- Working hours as defined in Contract of Employment with flexibility to meet varying Customer needs
- Ensure that IT Service responsibilities are delivered to agreed Service Levels.
- Ensure Change Management, Incidents and Project Work are scheduled or undertaken to ensure that all agreed timescales and Service Levels are met.
- Manages all incidents reported by the customer to satisfactory resolution as dictated by the Service Level Agreement.
- Manages on-site stock inventory to maintain SLA.
- Conducts on-the-job training for new and experienced technicians as required
Desirable Technical & Procedural Experience:
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Good understanding of incident management in an end user IT support environment.
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ITILv3 - Foundation Certification or knowledge of ITSM processes.
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Experience of End user training/documentation.
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Experience of the build, imaging and configuration of standard desktop/laptop technology.
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Experience of providing software support and installation services across a range of industry standard applications and operating systems.
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Experience of providing hardware break fix services across standard desktop/laptop environments.
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Experience of providing network support services across Local and Wide-Area network environments.
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Knowledge of SLA's within End User Services.
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Onsite 2nd Line and Support Technician.
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Window XP & Windows 7.
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RSA SecurID - VPN software and administration.
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Knowledge of Active Directory.
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Knowledge of Group Policy.
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Knowledge of Microsoft Office 365.
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Knowledge of Windows Deployment Service and Scripting tools.
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Knowledge of monitoring and managing online systems (eg Datacentre)
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Knowledge of network Switches and wireless networks.
Essential Laptop and Desktop PC diagnosis and repair. Primarily but not limited to Dell, Lenovo, Toshiba and HP.
Desktop Printer diagnosis and repair (Primarily, but not restricted to HP, Lexmark and Kyocera)
First Line Eyes to resolve MFD (Multi-Function Device) errors prior to visit by the 3rd Party Support Partner.
With training, Customer specific equipment, for example:
- Handheld Tablets, Smart Phones (Apple, Android, Windows)
- Windows 7 and above
- Microsoft Office 365
- Experience of working in a client facing environment providing support, preferably with executive level support experience
Proven enthusiasm to excel and exceed customer expectations.