Description
Role: End User Support Engineer
Location: Bristol on-site.
Ir35 status: Inside
Salary: £200-£300 day rate
Duration: 6 months
Security Clearance: Basic Check client is willing to work towards SC
Main Duties
Working as part of the Digital Services & Technology Operations Team and part of the wider DS&T Department you will be responsible for providing 1st and 2nd line support to clients global user base, including:
* First point of contact for service requests
* Ensure all service requests are accurate, up to date and prioritized
* Triage incidents providing excellent customer service to users for the duration of the incident
* Investigate problems and propose solutions, gathering the required information and escalating to the appropriate channel if necessary.
* Contribute to the implementation of remedies and preventative measures
* Development of service request knowledge base
* Monitor service levels
Essential Criteria
* Microsoft Windows 10 support
* End user software and hardware
* Excellent customer service skills
* Understanding of ITIL, including incident management processes
Technical Skills
Any Technical skills assessed will relate to the Digital, Data and Technology Framework (End User Computing Engineer):
An end user computing engineer works on-site, maintaining hardware and fixing technical problems as quickly as possible.
At this level, you will:
provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve
Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. (Relevant skill level: working)
Technical understanding. You know about the subject matter and have an understanding of what it involves. (Relevant skill level: awareness).
Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. (Relevant skill level: awareness)
Technical specialism. You can assist in technical support activities and carry out agreed/routine maintenance and administration tasks. (Relevant skill level: awareness)
User focus. You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level:working)
Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.