IT Desktop Support Engineer

SkySys; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology solutions provider is seeking an IT Desktop Support Engineer in London. The role involves providing high-quality onsite support for all End User Computing devices like laptops and desktops. Responsibilities include managing incidents, ensuring effective communication with clients, and supporting various IT tasks including troubleshooting, hardware/software installations, and vendor coordination. Ideal candidates should have solid client management skills and a basic understanding of ITIL concepts.

Qualifications

• Basic experience in IT industry.
• Good understanding of Windows OS and peripherals.
• Experience supporting mobile devices.
• Ability to handle incidents using ticketing tools.

Responsibilities

• Provide high quality technical support for all End User Computing devices.
• Lead resolution of incidents, problems, and requests.
• Ensure timely updates on tickets to meet SLA.
• Manage desktop/laptop/network printers and conference room AV support.

Skills

Client management & communication skills

Understanding of ITIL

IT troubleshooting

Ability to work independently

Customer service orientation

Tools

Service Now

SCCM

Microsoft Teams Room

Citrix Xendesktop

Job description

Position : IT Desktop Support Engineer Location : On-Site in London EC2Y 9AR

Full-time contract

Job Purpose : The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.