Desktop Support Engineer

JR United Kingdom; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a skilled Desktop Engineer to enhance their help desk operations in London. This role involves troubleshooting and resolving tier 2 technical issues for both corporate and retail environments, ensuring seamless support for Windows and Apple products. The ideal candidate will possess excellent customer service skills, particularly when interacting with executives and senior leadership. Additionally, the Desktop Engineer will contribute to improving documentation and reporting for the Operations team. This exciting opportunity offers a chance to make a significant impact in a dynamic retail setting, with potential travel to retail stores as needed.

Qualifications

• Experience troubleshooting Windows and Apple products.
• Strong customer service skills, especially with executives.

Responsibilities

• Support escalations from the UK and EMEA help desk.
• Troubleshoot tier 2 issues for corporate and retail employees.

Skills

Troubleshooting Windows Products

Troubleshooting Apple Products

Customer Service Skills

Troubleshooting POS Systems

Troubleshooting A/V Technologies

Experience with ServiceNow

Tools

ServiceNow

Job description

Insight Global are looking for a Desktop Engineer to join one of their premium retail clients in London on a 12 months contract. This individual will be supporting escalations from the UK and EMEA help desk centre and responding to incoming tickets via ServiceNow. The chosen candidate will be logging into the ticketing system on a daily basis to troubleshoot & resolve the tier 2 issues for employees in both the corporate office as well as in the retail stores. If unable to resolve, they will escalate tickets when necessary. They will be responding to an average of 10-20 tickets per week, dealing with the end user directly. This Desktop Engineer will also be responsible for providing analysis reporting to the Operations team to evaluate. This individual will help to improve documentation for the Help Desk and lastly, they must be a great communicator as this role will directly interact with Executives and senior leadership. Flexibility to travel to retail stores might be required when necessary.

Must Haves:

• Experience troubleshooting and supporting Windows and Apple Products (Macbook, iPhones, iPads)
• Hands on experience with retail hardware - troubleshooting POS (Point of Sale) Systems and RFID (Wireless System)
• Ability to troubleshoot and install A/V & conference room technologies
• Strong customer service skills and experience supporting executives/senior leadership
• Experience with ServiceNow or other ticketing system
• Ability to follow pre-determined manual for processes and enhance processes as needed

Plusses:

• Experience using ServiceNow ticketing system