Onsite Desktop Engineer

Capgemini; Manchester; On-site; GBP 23,000 - 32,000; Full time

Job summary

Capgemini in Knowsley is seeking a proactive on-site IT Service Desk professional who will be the first point of contact for customers, delivering excellent service and resolving incidents. The role requires daily client-site presence and involvement in on-call tasks, with training available to progress in ITIL practices and security clearances.

You will liaise with customers and technical teams, document knowledge base articles, and manage hardware with CMDB and AD.

Qualifications

• Ability to work in a busy environment and stay calm under pressure.
• Interact with customers and technical teams at all levels.
• Strong problem-solving and critical thinking.
• Experience with Windows OS and Microsoft 365.
• Knowledge of IT hardware, networks and IT service models.

Responsibilities

• Interact with customers and technical teams to ensure smooth onsite communication and efficient service.
• Provide guidance and create knowledge base articles to prevent repeat incidents.
• Resolve Incidents and Service Requests within defined service levels.
• Maintain hardware records using CMDB and Active Directory.
• Communicate effectively to coordinate on-site support and on-call tasks.

Skills

Communication skills

Customer interaction

Incident resolution

CMDB

Active Directory

Windows 10/11

Microsoft 365

Networking basics

ITIL

Job description

About the job you're considering

You will be the first point of contact for customers, delivering the highest level of customer service and engagement, and will be pre-empting investigating and resolving Incidents.

Important - This role is an onsite position with a need to be on client site 5 days per week (Monday-Friday) in Knowsley, you will also facilitate Smart Hands and On-Call services, including obtaining IPAF Operator certification to be able to safely work at height.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your role

• Excellent communication and interpersonal skills, with the ability to interact effectively with customer and technical teams at all levels.
• Liaising continuously with customers to ensure smooth communication and efficient service whilst resolving customer queries onsite.
• Providing advice with guidance through user best practices, identifying and mitigating repeatable cases and creating knowledge base articles.
• Responsibility for resolving Incidents and Service Requests to defined service levels.
• Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD).

Your skills and experience

• Ability to work within a busy environment and can work calmly under pressure.
• Providing advice with guidance through user best practices, identifying, and mitigating repeatable cases and creating knowledge base articles (KBA's).
• Critical thinking and problem-solving skills, with an ability to think outside the box.
• Working knowledge of Microsoft Windows Operating Systems (10 and 11), including build & Microsoft 365 (M365) Office Suite.
• Understanding of IT hardware, predominately desktops and laptops, but also other mobile technologies; printers; peripherals and network fundamentals.
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette.
• ITIL Qualified or an interest in automation scripting technologies, would be advantageous.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Make it real - what does it mean for you?

Flexibility to work your way

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You'd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini's 'learning for life' mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You'll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You'll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com