End User Support Technician

Dalkia UK; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as an End User Support Technician in Birmingham, where you will provide essential IT support to ensure operational efficiency. This exciting role involves both onsite and remote assistance, with opportunities to travel to various sites. You will play a key part in onboarding new employees and maintaining high-quality service standards. With a commitment to professional development and a diverse workplace culture, you will thrive in an environment that values your contributions and supports your growth. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Professional Memberships Paid

Pension Scheme

Private Health Insurance

Life Assurance (4x Salary)

25 Days Holiday

Cycle to Work Scheme

Electric Vehicle Scheme

Qualifications

• GCSE in Maths and English or equivalent required.
• Experience in Desktop Support and ITIL processes preferred.
• Excellent organizational and administration skills essential.

Responsibilities

• Provide onsite and remote IT support for end users in Birmingham.
• Document new processes and create Knowledge Base articles.
• Manage deployment of IT equipment and maintain asset register.

Skills

Desktop Support

MS Intune

Service Desk Management Systems

ITIL Process

Attention to Detail

Organizational Skills

Education

GCSE in Maths and English

NVQ Level 1-2 in Administration

ITIL Foundation Certification

Tools

MS Intune

Service Desk Management Systems

Job description

Jointly owned by EDF and Dalkia, we are a leading technical services group operating nationwide in the UK. Housing key expertise under one roof, we provide specialist technical services in technical facilities management, mechanical and electrical engineering, energy performance contracting and systems integration and digital services.

We leverage the strength of our Group, without losing the personability of a smaller business. We are a people-first culture. In fact, our customers tell us that we build the best people and customer relationships in the business.

With an annual turnover of over c.£600m, c. 4,500 employees and a diverse and inclusive ethos, we are proud to attract great talent, nurturing and inducting our people who embed the Dalkia DNA and apply an innovative mindset across all customer engagements.

With c. 100 employees, the Dalkia Group Centre has HR, Finance, Legal, IT, QSHE and Communications teams supporting our business unit colleagues in these specialisms. We provide technical expertise, governance, policy, guidance and support to the business units to provide a high-quality service to their own people and their clients. Roles in the centre work closely with Executive team to shape and deliver our strategic goals but also partner with the business functions to embed the values, behaviours and strategic ambitions.

The Role

This is an exciting opportunity to provide End User Support onsite at our Birmingham Business Park, Solihull office.

The role is to provide onsite and remote support to the office and the end users situated onsite. To take ownership of the office itself and do office walkthroughs at least twice a day, keep control of the new and returned hardware estate. Setting up new accounts, providing hardware and arranging access to internal/3rd party systems and documenting and mapping out support services for the business. Be available to attend Dalkia sites in the Midlands or further afield on occasions.

Aims and Objectives

• Support the implementation and growth and onboarding of new employees for Dalkia UK.
• Support End User systems and users, ensuring operational efficiency of our employees. Ensuring all processes are documented within knowledge bases.
• Single point of IT Desktop on-site support, responsible for documenting any new processes and system access.
• To work with IT Management and other IT Teams to ensure local office infrastructure and systems are reliable and meeting the needs of the business. This role may require travel to other Dalkia sites as and when required.

Key Responsibilities and Accountabilities

• Ability to quickly learn and document new IT Systems and processes. Responsible for creation of Knowledge Base articles to support the service desk and other IT Team members, plus the end user community. Responsible for supporting all IT equipment, Systems and Users for HPC and satellite sites.
• Accountable for providing pro-active, customer focused IT Support for BBC, primarily based onsite in the Solihull office. But also, able to travel to support other UK sites when required.
• Responsible for configuration/deployment and ongoing support of all Dalkia end user devices and systems, including access to critical 3rd party systems.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions in agreement with the End User Support Team Leader.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels to the business.
• Collaborate with Dalkia IT Team members (Infrastructure and Business Systems teams) to ensure an efficient operation of the Organisations desktop computing environment.
• Understand and document all systems and processes used in the region, to be able to better support the Dalkia UK
• Suggest improvement to processes and procedures associated with the deployment and management of IT equipment.
• Manage the deployment and adoption of Corporate/Group wide initiatives and systems in the region.
• Work on assigned tickets (completing the required number of tickets per week) within agreed SLA’s, keeping customers informed on progress.
• Work with the internal Service Desk team to improve call resolution times and improve customer experience.
• Maintain the Asset Register (Service Desk System), detailing which items are assigned to which individuals or departments.
• Identify potential for cost savings.
• Record (log) all requests and incidents in a timely manner, documenting all troubleshooting steps/resolution.
• Create/Maintain Knowledge base articles to upskill and improve the IT service (upskilling ServiceDesk and internal teams when necessary).
• Management of software licences (ensuring software is licenced an appropriate) and reporting licensing issues to the Client Services Manager.
• Build and deployment of new IT equipment as required.
• Submit Purchase Forms to IT Admin to get orders approved and raised for delivery.
• Contribute to and maintain internal processes and documentation.
• Assist in the implementation of new ITIL based processes and their administration.
• Support development and implementation of new computer projects and hardware installations.
• Responsible for maintaining a hardware refresh plan for all equipment in the region feeding information back to the Team Leader
• Any other ad-hoc duties as required by, and in agreement with, the Head of IT Service team, End User Support Team Leader or IT Management Team.

Qualifications, Experience, Knowledge and Skills

• GCSE (or ‘O’ Level equivalent) passes in Maths and English or recognised equivalent;
• High degree of attention to detail and numerate.
• Service Background Experience Preferred.
• Excellent organisation and administration skills.
• Excellent Desktop Support skills and experience.
• Able to operate within structured systems provided by 3rd Airtime network operators.
• Experience in configuring and administering MS Intune and managing Android mobile devices.
• Competent knowledge of Service Desk Management Systems
• Drive to improve process, improve performance and reduce costs to the organisation
• Exposure to ITIL process or working within an ITIL organisation
• Mobility, able to travel to remote sites to provide onsite support as and when required.
• NVQ Level 1-2 (Administration 4396) or recognised equivalent.
• ‘A’ Level passes or recognised equivalent.
• ITIL Foundation training/certification.

What’s in it for you?

• We pay for professional memberships relevant to your role and invest in our people’s professional development
• Pension Scheme
• Private Health Insurance
• 4 x Salary Life Assurance
• 25 Days Holiday (increasing on service) PLUS Bank holidays
• Cycle to work scheme
• An electric vehicle scheme – where we help you lease an electric vehicle for a fixed monthly cost.

At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Engineering Services and Manufacturing

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