Deskside Support Engineer

Draken Europe; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global technology solutions provider is seeking a Deskside Support Engineer in the City of Westminster to provide hardware, software, and infrastructure support. The role involves managing support tickets, contributing to documentation, and engaging with users and IT teams to improve service delivery. Candidates should have at least 2 years of experience in deskside support, knowledge of SCCM and Intune, and excellent communication skills. Competitive benefits include 26 days of annual leave plus additional perks.

Benefits

26 days annual leave

Health and wellbeing rewards

Employee Assistance Programme

Gym and fitness subscriptions

Company pension scheme

Qualifications

• Minimum of 2 years' deskside support experience.
• Demonstrable knowledge of asset lifecycle management.
• Experience working in an ITIL process-driven environment.

Responsibilities

• Take ownership of support tickets with regular updates for users.
• Contribute to and maintain technical documentation.
• Drive service improvements by developing documentation.
• Support investigation of problems and identify fixes.
• Manage relationships with users and IT support teams.
• Engage with Service Delivery Team and third-party providers.
• Support major incident management activities.

Skills

Customer service skills

Technical troubleshooting

Knowledge of SCCM and Intune

Communication skills

Ability to multi-task

Job description

Job Overview

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose‑built solutions and modern technology platforms that deliver world‑class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights. As a Deskside Support Engineer, you will be based full‑time in our office in Bournemouth, providing colleagues with hardware, software and infrastructure support. You will be working within the End User Computing Team, who work closely with other IT Support Teams to provide effective and efficient second and third‑line operational support, which includes client, desktop, local server and network support, training of end users, ensuring the timely and efficient resolution of incidents and service requests and supporting the PMO as a technical project resource. In addition, you will undertake lifecycle management on End User Computing devices, including receiving, configuring and provisioning, software installation (unpackaged apps), recovery, disposal, maintaining the CMDB and low‑level comms room support. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Responsibilities

• Take ownership of support tickets and the associated regular updates to ensure users and other IT support teams are informed and escalating issues when required
• Contribute to and maintain technical documentation in the knowledge management database
• Drive service improvement by developing documentation detailing processes and procedures
• Proactively support the investigation of problems and identify workarounds, fixes and root causes, supporting Disaster Recovery activities as required
• Effectively manage relationships with users, colleagues in other IT support teams and 3rd party partners
• Engage with the Service Delivery Team and third‑part service providers
• Proactively support major incident management activity to return impacted systems to service as quickly as possible

Requirements

• Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer
• An engaging and customer focused attitude, with proven customer service skills
• Exceptional verbal and written communication skills, with an ability to communicate technical information clearly, to non‑technical stakeholders whilst setting expectations and providing reassurance
• Confidence, determination, resilience and the can‑do attitude needed to multi‑task and self‑manage in an ever‑changing environment
• The ability to think logically, with a structured approach to troubleshooting in complex environments
• Experience of working with the wider IT teams in a business (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management), in an ITIL process driven environment
• A minimum of 2 years' deskside support experience, with demonstrable knowledge of the asset lifecycle, including builds, deployments, returns and decommissioning

Benefits

26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days' extra each year. Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Employee Assistance Programme, discounts on retail and socialising, travel and technology, cycle2work scheme, host of gym and fitness subscriptions, car salary sacrifice scheme, appreciate programme, employee recognition programme, company pension scheme, medical insurance, life assurance, paid maternity, paternity, adoption leave, shared parental leave.