Deskside Support Engineer

Overview:
As a Deskside Support Engineer, you will be based full-time in our office in London providing colleagues with hardware, software and infrastructure support.
You will be working within the End User Computing Team, who work closely with other IT Support Teams to provide effective and efficient second and third-line operational support, which includes end user devices, office hardware, meeting rooms, local server and network support, in addition to training end users, ensuring the timely and efficient resolution of incidents and service requests and supporting the PMO as a technical project resource.  
In addition, you will undertake lifecycle management on End User Computing devices, including receiving, configuring and provisioning, packaged and unpackaged software installs, recovery, disposal, low-level comms room support and maintaining the CMDB.
You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries.  There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits:
26 days annual leave, plus a wellbeing day and a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
Parental leave and Gender Transition leave
Health, wellbeing and lifestyle rewards and discounts that can be tailored to support you and your family.  Everything from: Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme
Appreciate programme: Employee recognition for colleagues demonstrating our values
Company Pension Scheme and Life Assurance
Employee Assistance Programme
Talent Referral Programme
Medical insurance
Learning & Development – Development opportunities at your fingertips via self-paced learning and access to LinkedIn Learning

What you need:
As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.  You will need:
•    Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer
•    An engaging and customer focused attitude, with proven customer service skills
•    Exceptional verbal and written communication skills, with an ability to communicate technical information clearly, to non-technical stakeholders whilst setting expectations and providing reassurance
•    Confidence, determination, resilience and the can-do attitude needed to multi-task and self-manage in an ever-changing environment
•    The ability to think logically, with a structured approach to troubleshooting in complex environments
•    Experience of working with the wider IT teams in a business (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management), in an ITIL process driven environment
•    A minimum of 2 years’ deskside support experience, with demonstrable knowledge of the asset lifecycle, including builds, deployments, returns and decommissioning

Day to Day, you will:
•    Effectively and efficiently manage support tickets logged in the ITSM tool according to defined key performance indicators to enable effective service management
•    Take ownership of support tickets and the associated regular updates to ensure users and other IT support teams are informed and escalating issues when required
•    Contribute to and maintain technical documentation in the knowledge management database
•    Drive service improvement by developing documentation detailing processes and procedures
•    Proactively support the investigation of problems and identify workarounds, fixes and root causes, supporting Disaster Recovery activities as required
•    Effectively manage relationships with users, colleagues in other IT support teams and 3rd party partners
•    Engage with the Service Delivery Team and third-part service providers
•    Proactively support major incident management activity to return impacted systems to service as quickly as possible

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.