At a Glance
- Tasks: Provide top-notch desktop support to executives and manage service desk resources.
- Company: Join Pracyva Limited, a dynamic tech company in Cambridge.
- Benefits: Competitive day rate, potential for permanent hire, and a collaborative work environment.
- Other info: Opportunity for career growth and development in a fast-paced environment.
- Why this job: Make a real impact by supporting VIP users and enhancing their tech experience.
- Qualifications: Experience in desktop support and strong communication skills required.
The predicted salary is between 18000 - 24000 £ per year.
Pracyva Limited is looking for a Desktop Support Engineer for its esteemed client.
Job details:
- Location: Cambridge, UK
- Job Type: Contract to Hire (Initial 6 months contract followed by permanent hire)
- Day Rate: up to £90-£100/day
General Description
Role focuses on providing high quality desktop support to the executive group, managing service desk resources, and maintaining standards and operational excellence.
Responsibilities
- Supervise desktop support resources maintaining all SLA
- Provide telephone, desktop, laptop, and remote support, including deployment and replacement of equipment for all Executive group members
- Act as a technical resource to others to resolve problems, issues and errors
- Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets and trends as required
- Run reports in Service Now
- Anticipate customer needs and proactively identify solutions
- Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support
- Coach and develop team members by communicating performance expectations, providing ongoing feedback, and ensuring training resources and plans are in place to address individual and department needs
- Handle support for VIP users / executives
- Maintain high customer/end-user satisfaction
Education and Technical Requirements
- Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals
- Provide technical product training and basic user functionality training when required
- Work with other team members and groups in supporting customers; main point of contact for the Executive group for all IT related queries and issues
- Troubleshoot client issues on PC, MAC, and Mobile Devices as required
- Advanced technical skills in supporting Mac, Linux and Windows operating systems
- Provide level I and level II technical support to clients
- Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods and that all issues have a clear path to resolution
- Maintain a professional and cordial relationship with clients
- Demonstrate expert knowledge of customer’s equipment, processes and culture
- Maintain a knowledge database of technical issues affecting clients
- Document, track and monitor support tickets to ensure accurate and timely resolution
- Occasional off-hours work may be required as needed
- Expertise in remote tools (e.g., Bomgar)
- Expertise in Active Directory and Exchange console management
- Strong customer handling skills and advanced communication skills in English
- Excellent organizational skills
- Advanced knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365
- Advanced technical skills and knowledge of Mac OS
- Good technical skills and knowledge of Linux OS (Ubuntu and CentOS)
- Administration experience of MS Active Directory users & groups, policies and management concepts
- Excellent skills in user IT infrastructure – desktops, laptops, printers, handhelds, smartphones, etc.
- Experience troubleshooting Outlook 2010/365 within a multi-domain environment (permissions, calendar sharing and delegation)
- Advanced knowledge and minimum 4 years’ experience supporting at least two of the following operating systems and common tools: Windows 10, OS X, Linux (CentOS and/or Ubuntu)
- Basic understanding of core IT services (networking, DNS, DHCP, LDAP, Active Directory, print servers)
- Advanced troubleshooting and research skills
- Advanced knowledge of PC, laptop and peripheral hardware
Soft Skills
- From a global support background
- Motivated to complete tasks and projects
- Excellent verbal and written communication and conversation skills
- Good working knowledge of MS Office (including MS Project and Visio)
- Great customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance
- Can drive HCL’s value and its methodology
- Strong written and verbal communication skills
- Excellent communication skills with both users and next-level IT support
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- Consistent, excellent customer support to staff representing a variety of personalities and management levels
- Strong customer service skills
- Ability to interact with customers to ensure the service is polite, efficient and responsive
- Detail oriented and self-motivating, self-starter with ability to work on own initiatives
- Analytical problem-solving skills
- Flexibility with respect to time – client deliverables must be met with a can-do attitude
- Minimum of 2 years experience providing support to VIP or Executives
Other Skills / Experience
- Provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times; finish what is started
- Integrate as a cross-functional team player in a fast-paced environment where information is shared
- Learn new information quickly and with willingness to do so
- Work flexible hours from time to time to cover for other service desk staff and to be on-call via pager during the week
- Customer focus
- Teamwork
- Technical expertise
- Interpersonal effectiveness
- Concern for order and quality
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Understanding of Outlook’s calendaring tool
- Understanding of Exchange functional accounts and how they are used within Microsoft technologies
- Desk-side support management
- Customer relationship management
Years of Experience
- Total: 3-4 years of university education post high school (B.Sc. or Diploma)
- Relevant: 5+ years of service desk/desk-side, customer service, and support experience with problem solving involving hardware
Certification Requirements
- Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
- ITIL V2 or V3 knowledge, especially on Service Desk, Incident, Problem and Change Management preferred
Desktop Support Engineer (Contract to Hire) : Cambridge Location employer: PRACYVA
At PRACYVA, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work on cutting-edge projects in the dynamic field of Open Banking. Located in a vibrant tech hub, we offer a supportive environment where your contributions directly impact our success and the future of financial technology.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Engineer (Contract to Hire) : Cambridge Location
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what PRACYVA values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges PRACYVA might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at PRACYVA!
✨Direct Apply to PRACYVA
Let's not forget to apply directly through the PRACYVA website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Desktop Support Engineer (Contract to Hire) : Cambridge Location
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at PRACYVA.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at PRACYVA. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at PRACYVA
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
