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Desktop Support Engineer

Posted on Jul 19, 2019 by CV-Library

Holborn, Greater London, United Kingdom
IT
Immediate Start
£200 - £250 Annual
Contract/Project
Radius are currently seeking a Desktop Support Engineer responsible for delivering excellent, first-class, 1st/2nd line support. You will work as a key part of the Service Desk team, to resolve IT incidents ensuring department KPIs and Service Level Agreements (SLAs) are met.

Responsibilities

·Troubleshoot the Office 356 suit of applications, the Windows 7/8/10 OS

·Troubleshoot Active Directory and Group Policy

·Administer Office 356 environment

·Troubleshoot (basic level) the Windows Server environment (2008R2 – 2016)

·Troubleshoot printer issues

·Manage your call queue to a high standard, ensuring all calls are always up-to-date and contain in-depth information about the status of the issue

·Effectively prioritise your time and manage your call queue to achieve the best productivity

·Participate in Out-Of-Hours call rota (as agreed)

Customer management

·Proactively follow up with users on open calls to keep them up-to-date (especially when there is a delay on resolving an issue) aiming for the highest levels of service satisfaction

·Seek feedback from the clients on closed calls and work towards continuous improvement on best customer experience

Processes

·Document technical processes and procedures in a structured and concise manner

·Follow the Client specific processes. Be the ambassador for the process best practice

Technical Experience

·Experience of working in a service desk environment, supporting users remotely

·Good understanding and practical experience of ownership of logging, updating and closing incidents within specified SLA

·Hands-on experience of troubleshooting virtual environments, especially Citrix.

·Hands-on experience of troubleshooting Active Directory and Group Policy

·Hands-on experience of troubleshooting Office 356 and Windows 7/8/10

·Basic level of experience of troubleshooting Windows Server environment (2008R2 – 2016)

Professional Experience

·Professional with outstanding interpersonal skills and a high level of empathy

·Very good spoken and written English

·Structured with attention to detail

·Proactive with a sense of urgency

·Team player

Reference: 210443440

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