End User Services Technician - London, United Kingdom - Pearson

Pearson
Pearson
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough. That's why our 20,000 Pearson employees are committed to creating vibrant and enriching learningexperiences designed for real-life impact.

We are the world's leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data.

For us, learning isn't just what we do. It's who we are.

We are currentlylooking for an End User Services Technician to assist us with our end users at our London offices.


Duties And Responsibilities:


  • May be required to provide remote IT support, resolving issues, requests, queries via our incident management ticketing system (ServiceNow).
  • You will be the focal point for providing VIP support across the UK.
  • Audio visual support of conferences with technology such as Teams, Zoom, Logitech.
  • Ensure a prompt and efficient service is provided to all users, including Pearson staff visiting from other sites who require 1st, 2nd or 3rd line device support through any channel of communication e.g. telephone, facetoface.
  • Encourage and champion the adoption and use of selfservice tools within the business.
  • Ensure that the management of and processes to support asset management, procurement and liaison with suppliers is carried out effectively.
  • Selfmanage tickets within your team and your personal queue to ensure that Service Level Agreement (SLA) targets are met.
  • Ensure the required management is aware of any issues raised.
  • Provide customers with informative updates as agreed.
  • Feedback of issues and trends, to ensure Deskside Support can respond
- effectively to the changing IT requirements.

  • Assist in the creation and maintenance of IT equipment standards and supporting documentation.
  • Application support including assistance with upgrades and future enhancements.
  • Manage projects to agreed timescales, cost and quality.

SKILLS / KNOWLEDGE / EXPERIENCE REQUIREMENTS

  • Experienced in deskside support.
  • Demonstrative experience and knowledge supporting various operating systems, ranging from Microsoft Windows and Apple Mac Operating Systems, to iOS and Android mobile OS.
  • Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office 365 suite, Teams
  • Must possess working knowledge of Microsoft Endpoint Management (MEM), Active Directory, SCCM, JAMF.
  • Must have experience in Windows Autopilot, Apple DEP (Apple Business Manager).
  • Be capable of occasional climbing, crawling, and lifting of equipment up to 35KG.
  • A+ certification a plus.
  • A degreelevel qualification in computing / IT field is desirable
  • Able to troubleshoot and repair hardware.
Tags / Keywords

Technical. Technical Support. Technician. IT Technician. Support. IT Support. Support Analyst. Desktop. Desktop Support. Deskside. Deskside Support. 2nd Line. Second Line. Computer. Computer Analyst. Computer Engineer. Computing. Computing Analyst. ComputingEngineer. Engineer. Analyst. Information. Technology. Information Technology. ICT. Administrator. IT Administrator. Systems Administrator.


Job:

TECHNOLOGY

Organization:
Corporate Strategy & Technology


Schedule:
FULL_TIME


Req ID: 9089
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