At a Glance
- Tasks: Lead a team providing advanced desktop support and resolve complex IT issues.
- Company: Join KBR, a leader in mission technology solutions with a collaborative culture.
- Benefits: Enjoy competitive salary, career growth, and the chance to work on impactful projects.
- Other info: Permanent role with opportunities for professional development and potential travel.
- Why this job: Make a difference in tech support while developing your leadership skills in a dynamic environment.
- Qualifications: 5+ years in desktop support and experience leading technical teams required.
The predicted salary is between 46071 - 56309 £ per year.
KBR is seeking a Senior Desktop Support Team Lead to provide advanced technical support and technical leadership across enterprise desktop services throughout the United Kingdom and supported regional locations. Acting as a senior escalation point, this role is responsible for resolving complex end-user computing issues, supporting Microsoft-based technologies, and ensuring the delivery of high-quality support services aligned with established service objectives.
The successful candidate will also provide leadership and guidance to support personnel, contribute to service improvement initiatives, and collaborate with infrastructure, security, network, and business teams to enhance operational effectiveness. This role combines hands-on technical expertise with team leadership and service delivery responsibilities in a dynamic enterprise environment.
This is a permanent full-time position based in the United Kingdom. Due to the nature of the work and customer requirements, candidates must be eligible to obtain and maintain the appropriate UK security clearance where required.
Key Responsibilities:
- Serve as a senior escalation resource for complex desktop, endpoint, and user support issues.
- Provide customer support to internal and external customers within established service levels.
- Stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.
- Perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.
- Install, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.
- Troubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.
- Diagnose and resolve local and network printing issues, including troubleshooting enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.
- Support workstation refresh programs and end-user data migrations.
- Provide support for virtual desktop infrastructure (VDI) and remote-access technologies.
- Deliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.
- Support IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.
- Perform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.
- Collaborate with vendors and third-party providers to resolve technical issues requiring external escalation.
- Support office openings, closures, relocations, and project site deployments.
- Maintain accurate asset inventories and equipment lifecycle records.
Leadership & Process Management:
- Provide technical leadership and strategic input related to Tier 2 desktop support operations.
- Lead or coordinate the daily activities of support personnel, including geographically dispersed team members.
- Mentor, train, and support junior technicians and service desk personnel.
- Identify recurring issues, process inefficiencies, and operational risks and implement corrective actions.
- Coordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.
- Develop and improve support processes, procedures, and operational standards.
- Prepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.
- Maintain technical documentation, knowledge articles, support procedures, and runbooks.
- Participate in on-call support rotations and executive/VIP support activities as required.
Basic Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
- 5+ years of enterprise desktop support experience.
- Experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.
- Experience leading, mentoring, or directing the work of other technical support professionals.
Skills & Competencies:
- Advanced knowledge of desktop support operations, service management processes, and enterprise IT environments.
- Strong leadership and team coordination skills.
- Advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.
- Experience troubleshooting and supporting Apple MacBook devices and macOS operating systems.
- Experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.
- Strong verbal, written, and presentation skills.
- Experience developing reports and presenting operational metrics to management.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent customer service, stakeholder engagement, and problem-solving capabilities.
Preferred Qualifications:
- One or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator, or Modern Desktop Administrator certification.
- Cisco networking experience or CCST/CCNA certification.
- Linux administration experience.
- Experience with SAP or asset management systems.
- Project leadership or supervisory experience.
Additional Requirements:
- Must have the legal right to work in the United Kingdom.
- Eligibility to obtain and maintain BPSS, SC, or higher levels of security clearance may be required.
- Some travel throughout the UK and customer locations may be required.
- Participation in on-call support rotations may be required.
Location: Leatherhead, Surrey, United Kingdom
Type: Full time
Senior IT Customer Support Analyst, Desktop Support in Guildford employer: KBR
As a Senior Quantity Surveyor with us, you'll join a dynamic team that values collaboration and professional growth, all while working on impactful civil and infrastructure projects in the UK. We offer a supportive work culture that encourages continuous improvement and provides opportunities for coaching and mentoring junior staff, ensuring you can develop your skills and advance your career. Our commitment to maintaining high standards in procurement and project management means you'll be part of a company that prioritises excellence and innovation in every aspect of its operations.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Customer Support Analyst, Desktop Support in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KBR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KBR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior IT Customer Support Analyst, Desktop Support in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KBR:Your cover letter is your chance to shine! Tell us why you want to work at KBR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KBR!
How to prepare for a job interview at KBR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
