Desktop Support Specialist

SISL Global; Birmingham; On-site; GBP 20,000 - 32,000; Full time

Job summary

SISL Global in Birmingham, UK, seeks a Desktop Technician to provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot hardware, software and applications, and document steps in the ticketing system.

The role includes second-level problem resolution, working with vendors on AV issues, delivering timely status updates, and maintaining ticket records while supporting desktops, laptops, printers and peripherals.

Qualifications

• 3–5 years of Windows experience across multiple versions.
• Experience providing desktop support and troubleshooting hardware/software.
• Ability to log steps in a ticketing system and communicate clearly.
• Customer-service oriented with good communication skills.

Responsibilities

• Provide day-to-day local and remote desktop support.
• Handle inbound calls, troubleshoot and resolve issues, and document steps.
• Provide second-level problem resolution and work with vendors on AV issues.
• Maintain ticket updates and communicate issue status to customers.
• Support desktops, laptops, printers and peripherals; perform routine maintenance.

Skills

Windows OS

Desktop support

Remote support

Tools

Cisco Jabber

Ticketing system

Job description

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 3-5 Years’ experience in Windows

Desktop support.

Position Responsibilities and Functions

Provide second level contact and problem resolution for customer issues.

Work with vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution.

Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

Should have basic knowledge of Mac operating system, to support Apple pc users.

Install, upgrade, support and troubleshoot for printers, computer hardware.

Performs general preventative maintenance tasks on computers, laptops, printers.

Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.