Desktop EUC L1 in Newcastle upon Tyne

2-5 Years Of Experience

Scope of Work

• Maintain daily IT operations in customer-owned locations to serve users' IT needs.
• Provide hands & feet support for servers or networking activities as required at the specified location/facilities.
• Support manufacturing-related IT equipment and applications as per SOP provided.
• Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
• Assistance with hardware breaks/fixes and vendor management (coordinating and ensuring service delivery)
• Installation, Move, Add, and Change (IMAC) of Customer IT Assets
• VIP support generally involves providing tailored and proactive IT support to the VIP targeted and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
• Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
• Management of non-PC IT equipment—maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of the customer.
• Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
• Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. The customer will provide specific training and instruction if needed.
• Mobile Phone Support – Triage, asset management, configuration, and support as required.
• Support for special events (internal and external), recurring meetings, or after hours will be required on a T&M chargeable basis.
• Be responsible for H&E aspects and collaborate with desktop-related infrastructure projects, OT networks, security, and other systems under the guidance of end customer technical teams.
• The ability to speak English and the local language (basic).

Key Responsibilities

• Responds to and diagnoses complex hardware, software, and network incidents under general supervision.
• Prioritize and resolve customer and other team issues as soon as possible.
• Ensure that incidents and requests are handled according to customer priority metrics.
• As needed, escalates tickets.
• Complies with all IT service processes, procedures, and work instructions set by the customer, including its code of conduct and core values.