Deskside Technician

Stefanini; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Lead Specialist in IT Field Service to enhance user experience with ICT solutions. In this role, you will manage operational ICT activities, ensuring compliance with corporate standards while providing training and support to end-users. You'll collaborate with local contacts to resolve issues, engage with business management for resource allocation, and seek to improve the effectiveness of ICT services. This position offers a unique opportunity to work in a dynamic environment, fostering teamwork and cultural sensitivity, while making a significant impact on the end-user experience.

Qualifications

• 3+ years of experience in IT field services with a focus on user support.
• Familiarity with System Management tools for ticket handling.

Responsibilities

• Ensure end-users are well-equipped for optimal IT service use.
• Manage vendor relationships and handle ICT service exceptions.

Skills

Teamwork

Cultural Sensitivity

Knowledge of ICT procedures

Problem-solving

Education

Senior Secondary Vocational Education in IT

Tools

Remedy

ServiceNow

Vendor databases

Reporting tools

Job description

Job Description

The Lead Specialist IT Field Service manages and/or coordinates operational ICT activities (locally - for medium to large sites, or remotely - for small sites), and provides training and guidance towards end-users, for an optimal use of ICT, covering applications, workplace, and infrastructure services.

He/she ensures that IT solutions within the scope of the role are compliant to relevant corporate, security and architecture requirements, and that deviations are dealt with promptly and according to the defined processes.

Key Responsibilities

• Ensure end-users are well-equipped and instructed in the optimal use of IT workplace and infrastructure services.
• Collaborate with the local contact person to solve issues if there is no Field Support Engineer on site.
• Engage with the Digital Partner and Business Management organization to secure adequate support from Site Management for appointments and resource availability of local resources or business contact persons.
• Investigate opportunities to improve the effectiveness and efficiency of the ICT common office environment and/or local business applications for end-users.
• Manage vendor relationships.
• Handle ICT Service Exceptions, ICT Communication, and ICT Service and Process Management.

Job Requirements:

• Education: Senior Secondary Vocational Education in IT or equivalent.
• You have the essential knowledge of:
• Prerational ICT procedures and processes regarding the delivery of contracted services.
• Technical Infrastructure and business needs and practices related to the use of ICT resources and services.
• You are familiar with the System Management tools like Remedy or ServiceNow for ticket handling, and other tools such as Portal, Vendor databases, and reporting tools.
• You are a team player who fosters teamwork in a global, multicultural, and virtual context (cultural sensitivity).
• Approximately 3 years of experience in the domain.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.