End User Support Technician

About Dalkia in the UK. Jointly owned by EDF and Dalkia, we are a leading technical services group operating nationwide in the UK. We provide specialist technical services in technical facilities management, mechanical and electrical engineering, energy performance contracting and systems integration and digital services. We are a people-first culture, building strong relationships with our customers.

This is an exciting opportunity to provide End User Support onsite at our Birmingham Business Park, Solihull office. The role involves providing onsite and remote support to the office and the end users situated onsite, taking ownership of the office, conducting office walkthroughs, managing hardware estate, setting up new accounts, and documenting support services.

Aims and Objectives

• Support the implementation and growth and onboarding of new employees for Dalkia UK.
• Support End User systems and users, ensuring operational efficiency.
• Document all processes within knowledge bases.
• Act as the single point of IT Desktop on-site support.
• Work with IT Management and other IT Teams to ensure local office infrastructure and systems are reliable.

Key Responsibilities and Accountabilities

• Quickly learn and document new IT Systems and processes.
• Create Knowledge Base articles to support the service desk and end user community.
• Support all IT equipment, Systems and Users for HPC and satellite sites.
• Provide pro-active, customer-focused IT Support primarily based onsite in the Solihull office.
• Responsible for configuration/deployment and ongoing support of all Dalkia end user devices and systems.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware.
• Collaborate with Dalkia IT Team members to ensure efficient operation of the Organisations desktop computing environment.
• Suggest improvements to processes and procedures associated with IT equipment management.
• Manage the deployment and adoption of Corporate/Group wide initiatives and systems.
• Work on assigned tickets within agreed SLA’s, keeping customers informed on progress.
• Maintain the Asset Register detailing which items are assigned to individuals or departments.
• Record all requests and incidents in a timely manner.
• Create/Maintain Knowledge base articles to improve the IT service.
• Manage software licences and report licensing issues.
• Build and deploy new IT equipment as required.
• Contribute to and maintain internal processes and documentation.
• Assist in the implementation of new ITIL based processes.
• Support development and implementation of new computer projects and hardware installations.
• Maintain a hardware refresh plan for all equipment in the region.
• Perform any other ad-hoc duties as required.

Qualifications, Experience, Knowledge and Skills

Essential

• GCSE (or ‘O’ Level equivalent) passes in Maths and English or recognised equivalent.
• High degree of attention to detail and numerate.
• Excellent Customer Services skills.
• Service Background Experience Preferred.
• Excellent organisation and administration skills.
• Excellent Desktop Support skills and experience.
• Able to operate within structured systems provided by 3rd Airtime network operators.
• Experience in configuring and administering MS Intune and managing Android mobile devices.
• Competent knowledge of Service Desk Management Systems.
• Drive to improve process, performance and reduce costs.
• Exposure to ITIL process or working within an ITIL organisation.
• Mobility, able to travel to remote sites for onsite support.

Desirable

• NVQ Level 1-2 (Administration 4396) or recognised equivalent.
• ‘A’ Level passes or recognised equivalent.
• ITIL Foundation training/certification.

What’s in it for you?

• We pay for professional memberships relevant to your role and invest in our people’s professional development.
• Pension Scheme.
• Private Health Insurance.
• 4 x Salary Life Assurance.
• 25 Days Holiday (increasing on service) PLUS Bank holidays.
• Cycle to work scheme.
• An electric vehicle scheme.

At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process.