Description
Desktop Support Engineer - On-site in Leeds - Inside IR35
Our client, a leading global consultancy, are currently looking to hire a Desktop Support Engineer to work on-site in Leeds on a contract basis.
In this role you will: Provide face to face support services to the client end users. Resolve tickets in Service Now relating to user issues, completing daily stock takes, building and shipping devices and peripherals. Offer on-site and remote support to users, MAC and Windows environment.
Note: 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, applying a proactive and methodical approach to problem solving. The role is based in a fast-moving Media client office and will be responsible for carrying out asset management, involving provisioning requests to users.
MAIN ACTIVITIES/TASKS:
- 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
- The role holder would be expected to develop a good 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.
- 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
Core capabilities required:
- Exceptional customer service and support skills essential.
- Ability to work independently and own customer issues.
- Experience in desk-side 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.
- Certified Diagnostic Engineer status with a primary manufacturer eg, Apple, HP etc.
- Experience of IT operations support in a media, broadcast and/or TV production environment advantageous.
If you think your skills and background would make you a good fit for this role, please apply!
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age