Description
2nd Line, Active Directory, Microsoft, Windows, Helpdesk, Desktop Support
Harris Global are currently recruiting for a 2nd Line Desktop Support Engineer to work at an SC Cleared site based in Central London, on an initial 3 month contract which is likely to be extended.
The successful 2nd Line Desktop Support Engineer will perform the following duties:
- Provides excellent, professional, frontline customer service through the provision of ICT advice and support.
- Combines excellent business and technical knowledge to understand customers' issues and needs within the context of company business, and thus provides the most appropriate advice and support to customers on ICT matters
- Proactively provides advice and information on ICT services relevant to customers' business areas, to enable them to gain enhanced benefits from their ICT; clearly communicates on updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles; explains technical information to users in non-technical terms
- Provides floor-walking, coaching and advice to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs
- Provides a highly effective interface between PICT, users and service providers, acting professionally at all times and delivering excellent customer service with a commitment to exceed expectations
- Provides first and second line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning and updating incidents and requests for service
- Applies excellent analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible
- Provides support for the introduction, change and removal of services (through projects and business-as-usual) and works with PICT Online Services team to create & amend customer-facing (and internal) knowledge base and self-sufficiency material
The successful 2nd Line Desktop Support Engineer will have the following skills:
- Effective written and verbal communication skills and can present complex information
- Excellent planning and organisational skills, able to prioritise to meet deadlines and takes full responsibility for quality and timescales of own work
- A systematic and analytical approach to problem solving
- Ability to contribute to and work well within a team
- Ability to, motivate and lead staff
- Understands the needs of the customer and their differing levels of skills and experience
- The ability to work calmly and efficiently under pressure
- Good understanding of ITIL v3, in particular Incident Management, Problem Management, Change Management and Continual Service Improvement; holds Foundation Certificate in ITIL v3
Please apply if you'd like to be considered for this excellent opportunity!
2nd Line, Active Directory, Microsoft, Windows, Helpdesk, Desktop Support