Desktop Support Engineer

Deskside Support Engineer

London

The Deskside Support Engineer is responsible for face-to-face delivery of Information Technology, Audio Visual and TechBar support services to UK colleagues primarily in the London Office and Trading floor at Lloyds of London.

The DSS Engineer will quickly resolve complex and everyday service incidents and fulfil requests with client computer hardware and software problems, aid and follow-up on colleague inquiries and perform client computer hardware and software installations.

Effective communication, quick resolution, and outstanding customer support will be expected to provide the highest quality colleague experience.

The below responsibilities must be performed onsite at AXA XL office at 20 Gracechurch Street, A Team Rota allows the Deskside Support Team to cover between 08:00 and 18:00.

DISCOVER your opportunity

What will your essential responsibilities include?

ONSITE SUPPORT SERVICES

• END USER TECHNICAL SUPPORT – Positively interact with and support users with their technical issues and requests via TechBar, Microsoft Teams calls and onsite desk-side visits.

• AUDIO/VISUAL SUPPORT – Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.

• HARDWARE SUPPORT – Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.

• MOBILE DEVICE SUPPORT – Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions with the Mobile support team.

• SOFTWARE SUPPORT – Assist with support and troubleshoot introduction of new software and deployment as needed. Interact with vendors and provide hands-on support. Assist and train users, when necessary, on common productivity applications including the Microsoft Office 365.

• INFRASTRUCTURE SUPPORT – Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff.

• TEAM PLAYER – Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfil operational service levels, department initiatives and project deliverables.

• VIP SUPPORT – Provide onsite white glove support, build relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.

• HARDWARE DEPLOYMENTS- Image, prepare and ship new hire /replacement equipment ensuring deadlines are met.

• DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.

• VENDOR SUPPORT- interact with vendors in organizing recycle pickups and printer maintenance.

• Travel is required several times a year to support offices and staff in remote locations.

• Occasional on-site weekend presence may be required to support business requirements.

• Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead.

• Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.

• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management).

• Feed into Major Incident Management and Problem Management processes as required.

• Always communicate with colleagues in a professional and courteous manner, providing technical support in a customer-focused way.

REMOTE SUPPORT SERVICES – The Deskside Support Engineer will also be responsible to provide remote support services to colleagues for any service requests and issues relating to colleague IT hardware and software.

• Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience.

• Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.

• Troubleshoot and repair any hardware/software issues that cannot be resolved by Global Service Desk which includes more complex issues (Laptops, Printers, Telephony, Networks, Remote Access, and Core Applications.)

• Receive and work new and existing tickets via Calls, Chats, and Ticket Assignments in Silva

You will report to Infrastructure Team Lead

SHARE your talent

We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

• Excellent technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.

• Ability to work in a fast paced, high pressure work environment.

• Excellent ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must.

• Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA’s and results of colleague feedback.

• HP Desktops / Laptops

• Apple Mac / iPads / iPhones & Smart Phone Technologies

• Cisco IP Phone Systems

• Working knowledge of MDM Solutions (Intune)

• Microsoft Office 365 or higher – Project, Visio, Access & TEAMS

• Citrix XenApp Suite

• Antivirus Enterprise Solutions

• IT Helpdesk Solutions – Service Now / Assyst or similar

• Lenovo TEAMS and Polycom / Cisco VC Solutions

• Crestron AV Systems

• Networking & VPN Concepts

Find your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see axaxl.com/sustainability.