Overview
In this role you provide hands-on desktop support in a busy environment, handling incidents and requests to ensure timely, high-quality service. You will operate in 2nd line to resolve issues to SLA, coordinating with Level 3 and internal/external project managers. The position involves hardware, software, and network support onsite, with opportunities to influence incident resolution and user experiences. You’ll work within a collaborative IT team to keep users productive and systems running smoothly. This role offers exposure to core IT operations in a customer-focused setting.
Responsibilities
- Handle incident and request tasks
- Provide 2nd line incident resolution to SLA
- Maintain incident rate target <2>
- Complete assigned work within deadlines
- Support project tasks for internal/external project managers
- Process non-standard requests within agreed timescales
- Proactively communicate with Level 3 teams about major issues
- Troubleshoot hardware (laptop/desktop), networks, printers, etc
- Install & configure software and hardware
Key requirements
- Windows 10/11 knowledge (build, configuration, registry) with proficiency in Microsoft Office
- Desirable: LTSC Channels and KIOSK
- Basic SCCM/Active Directory understanding and IT service models
- Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
- Experience with Microsoft Exchange, Outlook, and IM tools
- Proficiency with peripherals (printers, displays, docking stations, cameras, scanners)
- Working knowledge of ITSM software (ServiceNow)
- Excellent customer interface and service skills
- Flexibility with working hours
- Full UK Driving Licence
- SC Cleared or able to obtain SC Clearance
- customer-focused
- strong communication
- team coordination
- Windows OS (Windows 10/11)
- Microsoft Office
- LTSC Channels and KIOSK (desirable)
Onsite Desktop Support Engineer - Usk, Gwent employer: Computacenter
At Computacenter, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and mentorship programs, ensuring that you can advance your career while working on cutting-edge Microsoft 365 solutions in the vibrant UK market. Join us to be part of a team that values your contributions and encourages meaningful relationships with clients and colleagues alike.
