Desktop Support Engineer

Tech Mahindra Limited; Bletchley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global technology firm located in Bletchley is seeking a professional to provide hardware break-fix services and desktop support for its operations. The ideal candidate will have expertise in installation and troubleshooting various desktop applications, with a strong understanding of ITIL delivery processes and experience in infrastructure support services. Responsibilities include providing site inventory management, supporting remote users, and attending meetings for activity reporting. This role is essential for maintaining high service quality and client satisfaction.

Qualifications

• Experience with installation and troubleshooting desktop applications.
• Exposure to ITIL delivery processes is advantageous.
• Good understanding of infrastructure support in a managed services model.

Responsibilities

• Provide hardware break-fix services for laptops and desktops.
• Support remote and roaming users.
• Maintain trouble ticketing and site inventory management.
• Attend weekly/monthly meetings and provide reports.

Skills

Installation and troubleshooting of MS Office and other desktop applications

Exposure to ITIL delivery processes

Troubleshooting network issues

Experience with cross-functional teams

Job description

Responsibilities

• Provide Hardware break fix services for laptop & desktop, Provide hardware upgrade services for laptop & desktop.
• Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services.
• Provide desktop support, Provide LAN support (LAN admin support with touch services).
• Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network.
• Trouble ticket maintenance and Maintain file and print (Location specific).
• Site Inventory management and maintenance.
• Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports.
• Escalate the issues to management or next level as needed, Provide support for asset disposal services.
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved.
• Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
• Implement the corrective/ preventive action identified.
• Co-ordination with the other support groups and Domains.
• Ensure that the policies and procedures set by Tech Mahindra are adhered to.
• Report the status to the higher management.

Preferred Skills

• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage).
• Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications.
• Experience on using basic troubleshooting tools I.e RDP.
• Trouble shooting network issues, file issues with exposure to computer.
• Good understanding about tried infrastructure support services in a managed services model.
• Experience in working with cross-functional teams (IT Service Management framework).