Desktop Support Engineer - Together in Cheadle

Copilot said:

As a Desktop Support Engineer within our talented Service Desk team at Together, you'll provide technical support to colleagues across the business, resolving incidents, service requests and technical queries via phone, email, remote support and face-to-face interactions. Working closely with the wider Technology teams, you'll troubleshoot issues, perform in-depth diagnosis and **escalate** where required to ensure a seamless support experience.

You'll take ownership of incidents from start to finish, managing and prioritising the support queue to meet agreed SLAs while keeping colleagues informed throughout. You'll maintain accurate ticket records, manage IT assets and licences, and support key Service Desk processes including onboarding, offboarding and role-based access management.

As a technical escalation point, you'll share your expertise by supporting and mentoring colleagues, while creating and maintaining knowledge articles to improve team effectiveness. You'll also contribute to IT projects, support the deployment of new technologies, and identify opportunities to enhance services, processes and the overall colleague experience.

Working within an ITIL-aligned environment, you'll investigate recurring issues, perform root cause analysis, support change control activities, and help implement long-term solutions that improve service quality. Above all, you'll play a key role in delivering a reliable, secure and customer-focused IT support service while ensuring compliance with relevant policies, processes and procedures.

This role will suit an experienced Desktop Support Analyst. This is definitely NOT a junior role and we do want someone who can bring expertise with them. As such, If you have a good blend of the following skills and experience,

• Proven experience in a Desktop Support / 2nd line Role
• Excellent problem-solving skills with ability to deliver to tight timescales and changing priorities
• Experience of working in an ITIL aligned environment
• Established track record of providing advanced technical support and configuration of desktop software and all laptop/mobile/peripheral hardware including resolving connectivity issues
• Proven ability to create clear and comprehensive testing and technical documentation
• Working knowledge of common server-side technologies such as Windows Server 2012 r2 - Windows Server 2022, Active Directory, Group Policy, DNS, DHCP, , Exchange Online;
• Microsoft Windows 11, Knowledge of Microsoft remote products VPN, Remote desktop services.
• Software distribution platform experience - MECM
• Virtualization - Management and Maintenance of VMware - creating and maintaining templates and virtual machines.
• Strong Knowledge of Microsoft Intune and Autopilot (DAAS/MDL)
• Microsoft 365
• Understanding of role-based access control (RBAC)