Desktop Engineer

Capgemini; Salisbury; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global technology transformation partner in Salisbury is seeking a Second Line Support professional. You will be responsible for resolving incidents, handling requests, and maintaining high service and customer satisfaction levels. The ideal candidate will have experience with Intune, Windows O/S, and desktop hardware architecture. This role requires on-site work five days a week and is part of a supportive work culture focused on inclusive recruitment and employee wellbeing.

Qualifications

• Strong knowledge of desktop hardware architecture, especially for desktops and laptops.
• Ability to complete incident requests and IMACs to service level agreements.
• Experience with networks, including LAN/WAN/VLAN and Wi-Fi technologies is essential.

Responsibilities

• Resolve Incidents to SLA effectively and efficiently.
• Manage requests and IMACs completion within SLA.
• Maintain escalation responsibilities at below 2%.
• Ensure CSAT ratings for incidents handled exceed 4.5/5.
• Perform proactive communication with Service Desk and Level 3 Teams.

Skills

Working knowledge of Intune

Microsoft Windows 10/11 O/S

Desktop hardware architecture

Knowledge of SCCM (MECM)

Basic Active Directory administration

Networks understanding (LAN/WAN/VLAN/Wi-Fi)

Disk encryption using BitLocker

Job description

About the job you are considering

Reporting to the EUS Lead Group, the role will have second Line responsibility for pre-empting automation, investigating and resolving incidents. Completing IMACs and Requests where applicable. Project and NSR Tasks assigned to the Desktop Support Team.

This role is required to be on site 5 days per week in Salisbury

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Second Line responsibility for resolving Incidents to SLA
li>Requests/IMACs completion to SLA
• Escalations - responsibility to be below 2%, per Incident per month
• CSATs for Incidents handled to over 4.5 out of 5 per month
• Pro-active communication with the Service Desk and Level3 Teams
• Undertaking NSR Tasks to agreed timescales

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your skills and experience

• Working knowledge of Intune and Microsoft Windows 10/11 O/S
• Desktop hardware architecture – predominately desktop and laptops
• Knowledge of SCCM (MECM) and Active Directory - basic administration
• Networks experience to include an understanding of LAN/WAN/vlan and Wi-Fi technologies
• Security - disk encryption using bit locker.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean to you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

Why you should join Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.