Job Description

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

• Act as 2nd Line support for all EUC technical incidents through to resolution at deskside.
• Liaise with remote teams to drive incidents to resolution
• Create knowledgebase articles where repeated incidents are logged to assist Service Desk Analysts to increase 1st time Fix
• Proactive in providing solutions to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the EUC team within service level agreements
• To log and follow up issues that have been raised with 3rd party support teams where appropriate
• Support, manage, optimise and maintain the configuration and installation of Desktops, Laptops and hardware replacements
• Comply with Desktop Good Working Best Practices
• Travel to offsite locations which may necessitate own transport. Flexibility to support other sites when required
• Participating in a shift rota, supporting 24/7

Required Knowledge, Skills, and Abilities

Experience and skills:

Experience (essential):

• Previous experience of onsite support in a customer facing capacity
• Knowledge and experience on windows operating systems
• Experience on EUC tools, remote support tools, Microsoft Office and Outlook
• Experience on peripheral devices support (printers, scanners etc)
• Awareness & understanding of Microsoft Active Directory (AD) & Group Policy
• Awareness of ITIL process of Incident, Change, Problem, Service Request and related activities