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
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in Cambridge to connect with potential employers and fellow tech enthusiasts. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Consider creating a personal project or contributing to open-source software that showcases your desktop support expertise. This can be a great conversation starter during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common technical scenarios you might face as a Desktop Support Engineer, and practice explaining your thought process clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Desktop Support Engineer (Contract to Hire) : Cambridge Location
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Desktop Support Engineer role. Highlight relevant experience, especially in desktop support and customer service. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've provided excellent support in the past, especially for VIPs or executives.
Show Off Your Technical Skills:Don’t hold back on showcasing your technical expertise! Mention your experience with Windows, Mac, and Linux systems, as well as any relevant certifications. We love seeing candidates who are technically savvy and ready to tackle challenges.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at PRACYVA
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially with Windows, Mac, and Linux systems. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your expertise and problem-solving abilities.
✨Show Off Your Customer Service Skills
Since this role involves supporting VIP users, it's crucial to demonstrate your strong customer handling skills. Prepare examples of how you've maintained high customer satisfaction in previous roles, and be ready to explain how you would handle difficult situations.
✨Familiarise Yourself with Service Now
As you'll be using an enterprise ticketing system, it’s a good idea to get familiar with Service Now or similar platforms. If you have experience running reports or managing tickets, be prepared to discuss that in detail during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to prioritise support calls and manage multiple tasks. Think about how you would approach common issues faced by executive users and be ready to articulate your thought process clearly.
