Desktop Support Engineer

The Desktop Support Analyst plays a vital role in providing second-line technical support to staff. Operating in a dynamic, fast-paced environment, the team is dedicated to resolving technical issues efficiently and ensuring seamless service delivery. This role requires adaptability, strong technical skills, and excellent communication to support staff in their day-to-day work. This is an excellent opportunity to contribute to a high-performing team, ensuring the technology services run smoothly and effectively.

Key responsibilities:

• Respond to technical queries escalated from the IT Service Desk, the primary point of contact for all IT incidents and service requests.
• Deliver prompt and effective support across phone, email, remote tools, and in-person channels.
• Troubleshoot, diagnose, and resolve hardware, software, and network issues, ensuring minimal disruption to services.
• Work collaboratively with IT Service Desk colleagues and other technical teams to improve processes, share knowledge, and enhance service delivery.
• Maintain accurate records of incidents, requests, and solutions to support effective tracking.

Qualifications and Experience:

• Technical working knowledge of an ITSM tool, preferably ServiceNow.
• ITIL Foundation certification.
• Working knowledge of ISO27001.
• Experience with Citrix Desktop Director.
• Proficiency in Microsoft Office products, including M365/Teams.
• Familiarity with document and case management systems.
• Knowledge of VPN and remote access solutions.
• Understanding of desktop hardware.
• Ability to accurately record, update, and document incidents and requests using the ITSM tool.
• Proven ability to take ownership of issues, conduct problem analysis, and implement temporary or permanent fixes to restore service as quickly as possible.
• Ability to escalate incidents to other support teams where necessary.
• Experience managing user accounts in Active Directory, Exchange, ManageEngine, and MS Intune Admin Centre.
• Experience installing, configuring, and troubleshooting IT equipment, including workstations, monitors, laptops, and mobile devices.
• Familiarity with configuring and maintaining MFD printers.
• Ability to create, maintain, and publish support documentation to enable staff to resolve incidents and service requests independently.

Customer Service:

• Proven commitment to delivering a first-class level of customer service, ensuring all customers are treated efficiently and appropriately.
• Excellent verbal communication skills with the ability to engage effectively with technical and non-technical colleagues at all levels.
• Highly motivated team player with the ability to manage changing priorities.
• Flexible approach to working on a rota basis and providing necessary cover when required.
• Understanding of and experience working within the ITIL Service Delivery framework.
• Willingness to attend relevant training courses for professional development.
• Flexibility to undertake additional duties as required to support business-as-usual activities.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!