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    EMEA Deskside Support Engineer - London, United Kingdom - Incite Insight

    Incite Insight
    Incite Insight London, United Kingdom

    6 days ago

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    Description

    EMEA Deskside Support Engineer permrole based onsite in Maryleboneoffice

    To provide aprofessional onsite Second Line deskside IT support service for theLondon offices including Microsoft desktop technologies basichardware troubleshooting meeting room and computer room managementnetwork patching and application support for core applications. Toaction incidents and requests escalated from first line support insupport of business requirements and to agreed support hours Mondayto Friday.

    This should be in line with internalincident change configuration and project management processes toagreed Service Level Targets. The role is based in the LondonGeorge Street office and provides onsite support to all Londonoffices. Occasional travel to other offices as necessary in linewith business requirements.

    Keyresponsibilities

    Incident/ RequestManagement

    • Ensure thatincidents and requests are resolved where possible in a timelymanner to meet the defined Service Level Targets.
    • Promote the resolution of incidents intoService Desk where possible by assisting colleagues unprompted andproactively sharing knowledge through the publication of qualityknowledge articles and clear resolution documentation within theincident tickets.
    • Escalate issues to 3rd linesupport as and when necessary either EMEA 3rd line or externalservice providers ensuring they are driven to meet service leveltargets and communicate the status via regular updates to theincident ticket and where necessary to Incident Management.
    • Provide support for all incidents and servicerequests of all IT systems/services.
    • ITsupport using Skype for Business telephone support and At desksupport.
    • End to end ownership of all ITincidents and requests including being responsible for allcommunication and the technical resolution.
    • Follow the escalation process to ensure aconsistent and professional IT support service is offered to thecompany.
    • Manage all user administration taskssuch as joiners leavers and changes.

    Change andConfiguration Management

    • Follow the change management process to ensurechanges to the Desktop infrastructure follows the agreed processand do not cause unplanned outages.
    • Work onassigned tasks associated with the Change process.
    • To manage and maintain the accuracy of theDesktop infrastructure components held in the ConfigurationManagement Database by following the agreed configurationmanagementprocess.

    ProjectManagement

    • Involved inproject management process from inception through to transition tobusiness as usual as the point of contact for Service Delivery teamas directed by line manager.
    • Ensureparticipation in project activity isapproved.
    • Participate as a project resource asand when required to provide Desktop support and where requireddeliver the solution within agreed timescales.

    CustomerEngagement

    • Attend andprovide onsite support from all London offices as required.
    • Attend at Tech Expert events as and whenrequested.
    • Provide proactive onsite trainingi.e. technology events tips of the week etc.
    • Provide support for client meetings and AVsetup.

    GeneralOperations Management

    • Support of VMware Virtual Desktops Desktop PCs Laptopsand MS Surface Pros.
    • Management/Support ofremote working.
    • iPhone iPad Windows andAndroid Phone support.
    • Manage onsite ServerRoom in line with IT Processes and tickets from EMEA Infrastructureteam.

    Deliverablesand Measureables

    • Provide a professional approachable and technical ITsupport service to the company.
    • Ownership ofall incidents and service requests managed by 2nd line.
    • 85% of incidents resolved within OLA.
    • 90% of incidents resolved within SLA.
    • 90% of incidents responded to with OLA.
    • Feedback from team members and customersatisfaction questionnaires.
    • Regularperformance and development review.

    Qualificationsand experience

    SoftSkills:

    • Analyticalproblemsolving skills to follow an incident or problem through toresolution.
    • Excellent Customer service skills.
    • Experience of working in an ITIL environment.
    • Use initiative with a positive and candoattitude.
    • Identify business impactingincidents and escalate according via the escalation process.
    • Ability to communicate effectively with aconfident telephone manner.
    • Excellentattention to detail and in all written communication.
    • Tactful and diplomatic when dealing withpressurised situations.
    • Able to manage owntasks across various areas and prioritise appropriately accordingto SLA to meet business deadlines.
    • Ability towork effectively alone and within your team/group or project underthe appropriate supervision.
    • Maintain goodworking relationships with all members of IT.
    • Professional appearance and attitude at alltimes.
    • Flexible approach to role.
    • Highly motivated willing to continually updateknowledge and skill set.
    • Ability to liaise andcommunicate with all levels within IT and across the business.

    Documentationskills:

    • Technicaldocumentation.
    • Knowledge management.

    TechnicalSkills:

    • ServiceNOW
    • Microsoft Office 365
    • Microsoft Windows 8/Windows 10
    • Microsoft Active Directory administration
    • Exchange administration
    • Knowledge of ADSL and WiFi technologies
    • Knowledge of Apple and Windows Mobile devices
    • Knowledge of networking concepts
    • Knowledge of all core applications includingbut not limited to:
    • VMWare
    • Citrix
    • Cisco Telephony
    • Printing
    • Email archivingsolutions
    • Knowledge of remote workingsolutions such as Broadband 3G4G and VPNs (virtual private network)
    • Knowledge of building PCs and troubleshootingsupport issues
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