Desktop Support Engineer

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

Job summary

A global technology company in Milton Keynes is looking for a technical support professional to provide hardware break fix and desktop support services. The ideal candidate should have experience in troubleshooting desktop applications and exposure to ITIL processes. Responsibilities include managing inventory, supporting sales teams for remote users, and maintaining service quality. Applicants with good technical skills and experience in cross-functional teams are encouraged to apply.

Qualifications

• Exposure to ITIL delivery processes is preferred.
• Excellent experience with desktop applications like MS Office and Adobe Acrobat.
• Experience with basic troubleshooting tools like RDP.

Responsibilities

• Provide hardware break fix services for laptops and desktops.
• Receive new desktop orders and provide MACI services.
• Provide desktop and LAN support.
• Support sales team for remote users and software distribution.
• Maintain trouble tickets and file print services.
• Manage site inventory and maintenance.

Skills

ITIL delivery processes

MS Office installation and troubleshooting

Network troubleshooting

Working 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)