Desktop Support EUC L1

Iron Systems, Inc; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology solutions provider is seeking an IT Support Specialist in the United Kingdom. The role involves managing desktop devices, providing hardware and software support, and ensuring compliance with security requirements. Ideal candidates will have experience with ServiceNow and familiarity with MAC devices. A strong understanding of ITIL processes is preferred. This position offers a great opportunity to work directly with users and enhance their operational efficiency.

Qualifications

• Experience with Service management tools such as ServiceNow.
• Knowledge of Lync, VPN, and mobile device support is preferred.
• Familiarity with ITIL processes for incident and change management.

Responsibilities

• Manage desktop device incidents through to resolution.
• Provide standard hardware and software support for desktop devices.
• Monitor security profiles and manage anti-virus software.

Skills

Knowledge in Active Directory

Support for MAC devices and tablets

Service management tools experience

Expertise on EUC tools

Remote support tools knowledge

MS Office expertise

Understanding of Lync and VPN

Education

Associate degree in electronics

Bachelor's degree preferred

Tools

ServiceNow

Job description

Job Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the desktop to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each Desktop Device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.

Requirements

• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tools—ex., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, service request, and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.