IT Desktop Support Engineer (Backfill)

SkySys; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A technology support firm is seeking an IT Desktop Support Engineer to provide high-quality technical support for End User Computing devices in London. The role involves handling user incidents, troubleshooting various operating systems, and coordinating with vendors for hardware issues. Strong client management skills and a good understanding of ITIL concepts are essential. The candidate must be able to work independently and in teams to ensure excellent customer service and operational efficiency.

Qualifications

• Basic experience in the IT industry.
• Good client management & communication skills.
• Good understanding of ITIL concepts and Service Now.

Responsibilities

• Provide high-quality technical support for all End User Computing devices.
• Handle user incidents and IMAC requests using Service NOW.
• Perform hardware/software installations and provide end-user support.
• Manage Desktop, Laptop, and Network Printers.
• Coordinate vendor support for hardware replacements.

Skills

Client management & communication skills

Understanding of ITIL concept

Troubleshooting for Computer OS / Peripherals

Basic experience in IT industry

Ability to work independently and in a team

Knowledge of VDI technologies (Citrix Xendesktop)

Experience supporting mobile devices

Strong customer service skills

Tools

Service Now

SCCM

Microsoft Teams Room (MTR)

Mcafee

Cortex XDR

Azure cloud PC

Job description

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

Backfill Support

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.