Service Desk Project Engineer
Job purpose
The Service Desk Project Engineer will work within the client IS team and will be responsible for providing 1500+ users with remote and desk side technical support across all facilities. The successful contractor will be responsible for 1st/2nd line service desk support whilst working on project with O365 and Windows applications.
The client has outlined 3 Key Attributes:
Technical knowledge and skills
Written and verbal communication skills
Troubleshooting and diagnosis problems
Main responsibilities
To troubleshoot Service Desk tickets within service level targets to ensure a high level of customer service is provided.
To have extensive knowledge of Windows 10 O/S and Office 365 suite to be able to support a rollout of this technology and support as a new IS Service in the longer term.
To assist with the roll out of new machines/laptops and the support with the setup/build of other equipment.
To escalate tickets to the Infrastructure team or third parties such as external support or maintenance companies, as appropriate, to ensure the timely resolution of calls.
To produce technical documentation for use within the department and user guides for the business to ensure the effective use of systems.
To provide telephone support answering, logging and prioritising Service Desk tickets to ensure that the service level targets are met.
To complete daily, weekly, monthly, quarterly and ad hoc administrative tasks to ensure the Service Desk runs efficiently.
To provide support for the Windows network, desktop applications (including Microsoft Office, Avaya telephone system, Android, Apple, VPN, Citrix, Exchange email) and other IS systems.
Service Desk Engineer, Service Desk, Technical Support, Remote Support, Desk Support, Troubleshooting, Service Desk Tickets, Windows 10, Office 365, Telephone Support, Technical Documentation, Answering, Logging, Windows Network, Microsoft Office, Avaya Telephone System, Android, Apple, VPN, Citrix, Exchange Email, Public Sector, Government, Central Government, Manchester, Greater Manchester
