Senior Desktop Support Engineer

Job Purpose:

To provide world-class on-site Deskside Support for our London office-based colleagues. Responsibilities will include support of Microsoft desktop technologies, hardware troubleshooting, meeting room management and support and troubleshooting for core applications. To action incidents and requests assigned by the Global Service Desk and as well as received via the self-service portal.
The Senior Desktop Support Engineer will be an integral part of the UK Deskside support team within the broader Global Deskside support team and act as a local technical escalation point for the UK Deskside support team.

The position is London office-based, requiring on-site presence five days a week, offering both onsite and remote support to Ascot colleagues.

Detailed Duties:

• The position will require an engineer capable of building key relationships with end users, including VIP/Executives/Senior Management and their support staff.
• Troubleshooting of IT incidents raised by colleagues through our Global Service Desk.
• Providing 1st and 2nd line support
• Responsible for new hire IT inductions.

Incident and Request Management

• Provide support for all incidents and service requests for all IT systems/services
• Providing support in person, over the phone and using MS Teams.
• Ensure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA).
• Escalate issues to 3rd line support where required.
• End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution along with knowledge transfer to the Global Service Desk.
• Follow the escalation process to ensure a consistent and professional IT support service is offered.
• Manage all user administration tasks such as joiners, movers and leavers.

Operations Management

• Deskside Asset management, support of Desktop PC’s, Laptops, printers and local hardware devices.
• Hardware/software procurement.
• Remote support for all UK based colleagues.
• Meeting room checks and confirming all systems are running as expected.
• Mobile device management and support.
• Manage and maintain IT Build room.
• Coordinating and performing desk moves and set up of new desk.

Change and Configuration Management

• Follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages.
• Work on assigned tasks associated with the Change process
• To manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.

Project Management

• As the Senior Deskside Support Engineer you may be involved in project work from inception through to transition to "business as usual" as the point of contact for the Deskside support team.
• Participate as a project resource as and when required to provide Deskside support input.

Experience:

• Hands on Active Directory experience, i.e., group policy objects.
• Experience of creating machine build images.
• Office 365.
• Hyper-V remote access.
• Dell hardware.
• Azure admin or Exchange admin.
• ServiceNow highly desirable but not essential.

Skills/Attributes:

• Analytical problem-solving skills to follow an incident or problem through to resolution.
• Passionate about delivering excellence.
• Achieve results and targets – “Can do attitude” with initiative and drive.
• Demonstrate flexibility in adapting to changing priorities and requirements.
• Forbearing, flexible, and supportive.
• Experience of working in an ITIL environment preferred but not essential.
• Identify business impacting incidents and escalate according via the escalation process.
• Ability to communicate effectively with a confident positive manner.
• Excellent attention to detail and in all written communication.
• Tactful and diplomatic when dealing with pressurised situations.
• Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
• Ability to work effectively alone and within your team/group or project, under the appropriate supervision.
• Maintain good working relationships with all members of IT.
• Professional appearance and attitude always.
• Good problem-solving and team-working skills.
• Ability to identify Service Improvement opportunities in own area as well as others and see these through to completion.
• Highly motivated, willing to continually update knowledge and skill set.
• Ability to liaise and communicate with all levels within IT and across the business.
• Foster a positive and collaborative team environment, encouraging teamwork and knowledge sharing.
• Demonstrates flexibility in adapting to changing priorities and requirements.