Desktop Support Engineer

TN United Kingdom; Bristol; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Desktop Support Engineer to join their dynamic team in Bristol. This role offers the opportunity to provide second-line technical support, ensuring smooth service delivery in a fast-paced environment. The ideal candidate will possess strong technical skills, a commitment to first-class customer service, and the ability to troubleshoot hardware and software issues. With a flexible working approach, including a mix of onsite and remote work, this position is perfect for those looking to make a significant impact in a high-performing team. If you thrive in a collaborative environment and are eager to support staff in their daily operations, this role is for you.

Qualifications

• Proven ability to troubleshoot hardware and software issues effectively.
• Experience with ITSM tools and commitment to excellent customer service.

Responsibilities

• Provide second-line technical support and resolve IT incidents efficiently.
• Collaborate with IT teams to enhance service delivery and improve processes.

Skills

ITSM Tool (ServiceNow)

ITIL Foundation Certification

ISO27001 Knowledge

Citrix Desktop Director

Microsoft Office (M365/Teams)

VPN and Remote Access Solutions

Desktop Hardware Knowledge

Active Directory Management

IT Equipment Installation and Troubleshooting

Customer Service Excellence

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 for 9 months

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

Inside IR35: Umbrella only

Role

The Desktop Support Analyst plays a vital role in providing second-line technical support to staff. Operating in a dynamic, fast-paced environment, the team is dedicated to resolving technical issues efficiently and ensuring seamless service delivery. This role requires adaptability, strong technical skills, and excellent communication to support staff in their day-to-day work.

This is an excellent opportunity to contribute to a high-performing team, ensuring the technology services run smoothly and effectively.

Key responsibilities

1. Respond to technical queries escalated from the IT Service Desk, the primary point of contact for all IT incidents and service requests.
2. Deliver prompt and effective support across phone, email, remote tools, and in-person channels.
3. Troubleshoot, diagnose, and resolve hardware, software, and network issues, ensuring minimal disruption to services.
4. Work collaboratively with IT Service Desk colleagues and other technical teams to improve processes, share knowledge, and enhance service delivery.
5. Maintain accurate records of incidents, requests, and solutions to support effective tracking and management.

Qualifications and Experience

Technical Skills

• Working knowledge of an ITSM tool, preferably ServiceNow.
• ITIL Foundation certification.
• Working knowledge of ISO27001.
• Experience with Citrix Desktop Director.
• Proficiency in Microsoft Office products, including M365/Teams.
• Familiarity with document and case management systems.
• Knowledge of VPN and remote access solutions.
• Understanding of desktop hardware.
• Ability to accurately record, update, and document incidents and requests using the ITSM tool.
• Proven ability to take ownership of issues, conduct problem analysis, and implement fixes to restore service quickly.
• Ability to escalate incidents to support teams where necessary.
• Experience managing user accounts in Active Directory, Exchange, ManageEngine, and MS Intune Admin Centre.
• Experience installing, configuring, and troubleshooting IT equipment, including workstations, monitors, laptops, and mobile devices.
• Familiarity with configuring and maintaining MFD printers.
• Ability to create, maintain, and publish support documentation for staff resolution of incidents and service requests.

Customer Service

• Commitment to delivering first-class customer service, ensuring efficiency and appropriateness.
• Excellent verbal communication skills to engage with both technical and non-technical colleagues at all levels.
• Highly motivated team player capable of managing changing priorities.
• Flexible working approach, including rota work and providing cover as needed.
• Understanding of and experience with the ITIL Service Delivery framework.
• Willingness to attend professional development training.
• Flexibility to undertake additional duties to support business activities.

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