Desktop Support Engineer

Experis; Bristol; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the Cloud & Infrastructure industry is seeking a Desktop Support Engineer in Bristol. This contract role involves delivering second-line support, troubleshooting technical issues, and ensuring excellent customer service in a dynamic environment. The role offers flexible working arrangements, with an initial onsite presence followed by a hybrid schedule.

Qualifications

• Knowledge of ITSM tools, preferably ServiceNow.
• Proficiency in Microsoft Office, including M365/Teams.
• Experience managing user accounts in Active Directory.

Responsibilities

• Respond to escalated technical queries from the IT Service Desk.
• Troubleshoot and resolve hardware, software, and network issues.
• Collaborate with IT colleagues to improve processes.

Skills

Knowledge of ITSM tools

Communication skills

Adaptability

Customer service

Education

ITIL Foundation certification

Tools

ServiceNow

Microsoft Office

Active Directory

MS Intune

Job description

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Location: Bristol | Job Type: Contract | Industry: Cloud & Infrastructure | Job reference: BBBH400657_1742297822 | Posted: about 4 hours ago

Desktop Support Engineer

Duration: 3 months with extension possible for 9 months

Location: Bristol - initially 5 days a week, then 3 days onsite and 2 days remote

Pay: Inside IR35 - Umbrella only

Role

The Desktop Support Analyst provides second-line technical support to staff in a dynamic environment, resolving issues efficiently to ensure seamless service delivery. The role requires adaptability, technical expertise, and strong communication skills to support staff daily.

Key Responsibilities

• Respond to escalated technical queries from the IT Service Desk, handling all IT incidents and service requests.
• Provide support via phone, email, remote tools, and in person.
• Troubleshoot and resolve hardware, software, and network issues to minimize disruption.
• Collaborate with IT colleagues to improve processes and share knowledge.
• Maintain accurate records of incidents and resolutions.

Qualifications and Experience

Technical Skills

• Knowledge of ITSM tools, preferably ServiceNow.
• ITIL Foundation certification.
• Understanding of ISO27001.
• Experience with Citrix Desktop Director.
• Proficiency in Microsoft Office, including M365/Teams.
• Experience with document and case management systems.
• Knowledge of VPN and remote access solutions.
• Understanding desktop hardware.
• Ability to document incidents and requests accurately using an ITSM tool.
• Ownership of issues, conducting problem analysis, and implementing fixes.
• Escalation skills to support teams.
• Experience managing user accounts in Active Directory, Exchange, ManageEngine, and MS Intune Admin Centre.
• Experience installing and troubleshooting IT equipment.
• Familiarity with configuring MFD printers.
• Ability to create and maintain support documentation.

Customer Service Skills

• Commitment to delivering excellent customer service.
• Effective verbal communication with technical and non-technical colleagues.
• Motivated team player with adaptability.
• Flexibility to work on a rota basis and provide cover as needed.
• Experience within the ITIL Service Delivery framework.
• Willingness to undertake professional development training.
• Ability to support business-as-usual activities.

All applications will be reviewed against the required skills and experience. Due to high volume, only successful applicants will be contacted. Thank you for your interest!