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Desktop Support Engineer

  • Salary: Negotiable
  • Job type: Contract
  • Location: Peterborough, Cambridgeshire
  • Sector: Other
  • Date posted: 03/11/2017
  • Job reference: J375340A

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This role will require travel between Norwich, Peterborough and Kings Lynn (this will be expensed)

Role Requirements:

On-site desktop engineer, tasks will be troubleshooting of hardware and software faults. The key purpose of the role is to provide desk side support to VIPs within agreed levels of service.

Key Accountabilities

  • Responsible for installation, integration and service.
  • Troubleshoot across entire product range - software and hardware.
  • Ownership of assigned tasks, customer problems, or projects and resolve or complete these within required time frames, therefore escalations shall be timely and appropriate
  • Paperwork and parts reporting
  • Work within agreed SLA and SLA delivery guidelines
  • Provide 2nd/3rd line support for customer and other supporting Engineers
  • Strong Customer Focus - this is a demanding customer so there is very little room for error
  • Co-operation and teamwork - working in a multi-vendor environment

Working Pattern:

Core office support hours - 08:00 to 18:00 (7.5 hrs)

Core office support days - Monday to Friday

Key Responsibilities:

  • Resolve End User Computing related incident tickets
  • Provide 2nd line support
  • Progress End User Computing relating Change stages (installing new laptop)
  • Perform daily checks on Video Conferencing facilities
  • Manage IT Stock levels for the site (e.g. loan laptops, mice, keyboards)
  • Provide general 1-1 training of Client Users in Desktop basics (e.g. how to use different MS products; how to use the Video and Audio conferencing technology)
  • Understand the overview functionality of the core application suite to be able to route queries to appropriate Client application resolving teams.
  • Carry out End User Computing related enhancement and project work (e.g. audit activity, refresh initiatives etc

Technologies Used:

  • Windows 7/ Windows 8
  • MS Office
  • Skilled in Microsoft, or equivalent, products
  • Good PC repair and troubleshooting skills
  • Good knowledge of PC configurations and support
  • Experience in projects and roll-outs
  • Fully understand the policies, processes and procedures that apply (and have the appropriate 'training' records to evidence)
  • Enter and update appropriate entries in the Incident and Change management system (EARS/ ITSM) for all operational work undertaken

Person Specification:

  • Excellent communication and team working skills.
  • High level of numeracy and literacy.
  • Flexible about work content and location.
  • Good at working closely with client personnel to build relationships and instil trust.
  • Recent, demonstrable, experience and proficiency in some or all of the above areas.
  • Strong Customer Focus - this is a demanding customer so there is very little room for error
  • Co-operation and teamwork - working in a multi-vendor environment
  • Excellent reporting/escalation skills - provision of reports is a requirement of the role
  • Excellent communications ability (both verbal and written)
  • Strong Research and Analytical Skills/Problem solving ability
  • A self-starter - ability to work on one's own initiative
  • Willingness to research new technologies
  • Willingness to work out of hours and weekend if required
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