ICT Desktop Support Engineer
3 Months Contract
£225 per day via umbrella company
London
The role of the Desktop Support Analyst is to provide second line support for all staff at the Government Legal Department. This role handles technical queries that have been escalated from the IT Service Desk, which is the central point of contact for all IT related incidents and service requests.
The Desktop Support Team are responsible for resolving support requests and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services to staff over the phone, through e-mail, with remote tools, and in person (for walk-in customers).
Technical
- Working knowledge of an ITSM tool, preferably ServiceNow.
- Be certified to ITIL Foundation level.
- Working knowledge of ISO27001.
- Working knowledge of Citrix Desktop Director.
- Be proficient in Microsoft Office products including Skype for Business/Teams.
- Working knowledge of document and case manage systems.
- Knowledge of VPN and remote access solutions.
- Knowledge of desktop hardware.
- Accurately record, update and document incidents and requests using the ITSM tool.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
- Escalating incidents to other support teams where necessary.
- Be able to administer user accounts in Active Directory, Exchange, Omnidox, CMS, Blackberry, Becrypt and Lync).
- Installation, configuration and troubleshooting of IT equipment including workstations, monitors, laptops and mobile devices.
- Configuration and maintenance of the MFD printer estate.
- To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Customer Service:
- To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
- Understand and work within the ITIL Service Delivery framework.
- Attend training courses as identified and agreed for appropriate professional development.
- Actively support the equality and diversity policies of the Government Legal Department.
- Undertake other duties not specifically stated which from time to time are necessary, without altering the nature or level of BAU responsibilities.
- Professional Skills - Level 1-2
- Developing and Managing People - Level 1-2
- Business Partnership and Client/Customer Care - Level 1-2
- Planning Organisation and Delivery - Level 1-2
- Resource Management - Level 1-2
- Analysis - Level 1-2
- Leadership - Level 1-2
If you feel you are suitable for this role, please be sure to submit your CV!
