Description
Job Title: Desktop Support Engineer
Location: On site in Leeds
Salary/Rate: £183 per day (Inside IR35)
Start Date: As soon as possible
Job Type: Contract
We have an exciting opportunity now available with one of our sector-leading consultancy clients! They are currently looking for a skilled Desktop Support Engineer to join their team for a two-month contract.
Job Responsibilities/Objectives
- Provide face to face support services to the client end users. Resolving tickets in Service Now relating to user issues, completing daily stock takes, building and shipping devices and peripherals. On site and remote support to users required. MAC and Windows environment.
- Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
- Experience of providing direct end user support with excellent customer service skills
- Working on the client site in a direct client facing support role.
- Drive to maximise issue resolution at first point of contact in the "techzone"
- The role holder would be expected to develop a comprehensive knowledge of the client's technology standards and procedures.
- Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.
- On-site interface for key third parties support teams for incident resolution
- Investigate cause and taking responsibility to provide analysis of reported recurring or persistent problems. Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
- Identify appropriate solutions to resolve service incidents and requests.
- Assist remote support teams with incident resolution for any onsite devices.
- Update online familiarisation, FAQ' and "how to" guides and training material.
- Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.
- Support maintenance, updates and enhancements to work instructions
- Participate in an Out of Hours call out rota to provide remote support for users in multiple client locations
- Remotely support "priority" incidents to other client locations as part of an enhanced priority support channel
Required Skills/Experience
The ideal candidate will have the following:
- The bulk of the users have Apple macbook devices so the candidate will need to have good knowledge and experience supporting Mac devices in an enterprise environment.
- Excellent customer service skills required.
- Experience in deskside support or other user support function.
- In-depth, hands on 'problem solving' expertise in desktop hardware, operating systems and software packages - eg Apple OSX and the Google Application Suite, Windows 7 and the MS Office suite; indicated by for example MCP level accreditation.
- A good working knowledge of a wide variety of ICT hardware. eg desktops, laptops, notebooks, Multi-Function Printers (MFP) and other peripheral devices. A good understanding of structured cabling or Wi-Fi connectivity eg Cisco Routers, Switches, Wireless Access Points (WAP) and managed cabling.
- To provide support for Smartphones, iPads, iPhones etc.
- In-depth, hands on 'problem solving' expertise in corporate platform and application delivery. eg Citrix client, cloud-based Google Applications.
Contact Information
If you are interested in this opportunity, please apply now with your updated CV in word/PDF format.
Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.