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Desktop Support Engineer - Leeds - Onsite - Inside IR35

  • Location: City of London
  • Salary: Negotiable per day
  • Job Type:Contract

Posted 25 days ago

  • Sector: Technology
  • Contact: James Crocker
  • Expiry Date: 08 December 2021
  • Job Ref: JN -042021-458962

Desktop Support Engineer - Leeds - Onsite - Inside IR35

Provide face to face support services to the client end-users. Resolving tickets in Service Now relating to user issues, completing daily stock takes building and shipping devices and peripherals. Onsite and remote support to users required. MAC and Windows environment.
Note: The bulk of the users have Apple MacBook devices so the candidate will need to have good knowledge and experience supporting Mac devices in an enterprise environment.

Excellent customer service skills required, applying a proactive and methodical approach to problem-solving. The role is based in a fast-moving Media client office and will be responsible for carrying out asset management, involving provisioning requests to users.

● Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
● Experience in providing direct end-user support with excellent customer service skills
● Working on the client site in a direct client-facing support role.
● Drive to maximise issue resolution at the first point of contact in the "tech zone"
● The role holder would be expected to develop a comprehensive knowledge of the client's technology standards and procedures.
● Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.
● On-site interface for key third parties support teams for incident resolution
● Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems. Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
● Identify appropriate solutions to resolve service incidents and requests.
● Assist remote support teams with an incident resolution for any onsite devices.
● Update online familiarisation, FAQ' and "how-to" guides and training material.
● Keep abreast of trends in technology and its application to understand current best practices, possible alternative solutions and to support technical evaluations.
● Support maintenance, updates and enhancements to work instructions
● Participate in an Out of Hours call rota to provide remote support for users in multiple client locations
● Remotely support "priority" incidents to other client locations as part of an enhanced priority support channel

Desktop Support Engineer - Leeds - Onsite - Inside IR35