Senior Desktop Engineer - London, United Kingdom - Avencia Consulting

Avencia Consulting

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us

In addition this role will act as a communication interface between the Business representatives and the IT teams in Germany to resolve issues with centrally provided systems.

Ultimately, the aim will be for this role to become part of a global virtual supportstructure.

The role

Key areas of responsibility:

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
Providing 1st through 3rd 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
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 Germany where required 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 & Ireland based colleagues

- iPhone and iPad mobile device management and support

Manage and maintain IT Build room

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
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 a 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

Key accountabilities
Defined in the Role section above. Role reporting directly to the Head of IT Service Delivery and his deputy. No direct reports to manage.

Skills & experience

Required: