Specialist

No. of Positions

1

Job Description (Posting)

Desk side Level 2 Role (Desktop Technician)
This position assists staff with technical support of desktop PCs/Laptops, applications, and related technology, along with providing a high level of customer satisfaction. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Must have a full UK driving licence and be willing to travel.

Main Responsibilities include:

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but are not limited to, Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
• Hands-on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreements.
• Provide infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Be prepared to work out of hours when required.
• Troubleshooting and resolving software issues; reimaging computers/hard drives; backing up and restoring settings and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests using a Customer ticketing system to track tickets and provide up-to-date status and information.
• Ensure regular customer interaction to adhere with update SLAs and maintain high levels of customer service.
• Provide daily ticket updates to ensure users are fully informed.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Perform asset inventory activities as needed.
• End user training and guidance on the use of hardware and software.
• Recommend and/or perform upgrades to end user devices.
• This position requires the ability to work in both BAU and project-based environments, requiring flexibility and teamwork.
• Perform other duties as assigned.

Technical Skills:

• Excellent skills in user IT infrastructure: Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
• Strong technical skills in Microsoft Windows 10, Office 365, Teams, Google, ServiceNow, and other well-known applications.
• Experience with MS Active Directory users & groups, policies, and management concepts.
• Effective communication skills in English and local languages are mandatory.

Business Skills:

• Ability to interact with customers to ensure that the service is polite, efficient, and responsive.
• A self-starter with the ability to work on their own initiative.
• Ability to analyze issues and work towards successful resolutions.
• Minimum of 3 years of relevant experience.
• Support for on-call escalations and root cause analysis.
• Independently resolve tickets within SLA and volume targets.
• Adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base updates, training new staff, and coaching analysts.
• Ensure positive customer experience and high CSAT through First Call Resolution and minimal reopened cases.

Qualification

B-Tech

Employee Group

Contract

City

Filton

Entity

INFRA

Auto req ID

1560826BR

Expected Date of Closure

10-Jul-2025

Contract Clause

This role/position is for contractors operating via an agency PAYE payroll or via an FCSA accredited umbrella company.

Reporting Manager Designation

Track Lead

Skill (Primary)

Technical Skills-Systems Internal & Storage-Windows

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