DESKSIDE SUPPORT ENGINEER - EXCELLENT NEW PERM ROLE IN MANCHESTER

Deskside Support Engineer – Manchester (perm, office based) and Leeds office once a week (travel will be expensed) Reports to.
IT Service Delivery Manager UK and IrelandTo provide a professional on-site Second Line Deskside IT support service for the Manchester and Leeds offices.
Responsibilities will include support of Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching and application support for core applications.
To action incidents and requests escalated from first line support, in support of business requirements and to agreed support hours Monday to Friday.
his should be in line with internal incident, change, configuration and project management processes to agreed Service Level Targets.
The role is based in the Manchester office four days a week with one day a week in the Leeds office (travel is expensed).
All activity is logged and managed through the Service Management platform ServiceNow.
ey responsibilitiesIncident / 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 in line with Service Level Agreements (SLA).· Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level targets and communicate the status via regular updates to the incident ticket and where necessary to Incident Management.
End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution.
ollow the escalation process to ensure a consistent and professional IT support service is offered.
anage all user administration tasks such as joiners, leavers and changes.
ttend and Deliver Tech Expert events as and when requested.
rovide proactive onsite training i.
.
technology events, tips of the week etc.
rovide support for client meetings and AV setup.
upport of Desktop PC’s, Laptops and local hardware devices.
anagement/Support of remote working.
Phone, iPad, Windows and Android Phone support.
anage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure team.
ardware Procurement.
alesforce Administration.
nalytical problem-solving skills to follow an incident or problem through to resolution.
xcellent Customer service skills.
xperience of working in an ITIL environment preferred but not essential.
se initiative with a positive and can-do attitude.
dentify business impacting incidents and escalate according via the escalation process.
bility to communicate effectively with a confident telephone manner.
xcellent attention to detail and in all written communication.
actful and diplomatic when dealing with pressurised situations.
ble to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
bility to work effectively alone and within your team/group or project, under the appropriate supervision.
aintain good working relationships with all members of IT.
rofessional appearance and attitude at all times.
lexible approach to role including travel where required.
ighly motivated, willing to continually update knowledge and skill set.
bility to liaise and communicate with all levels within IT and across the business.
icrosoft Office 365Microsoft TeamsMicrosoft Teams TelephonyMicrosoft Windows 8/Windows 10/Windows 11Microsoft Active Directory administrationSalesforceExchange administrationKnowledge of ADSL and Wi-Fi technologiesKnowledge of Apple and Android Mobile devicesKnowledge of networking conceptsKnowledge of all core applications including but not limited to.
itrixCisco TelephonyPrintingEmail archiving solutionsSCCMKnowledge of remote working solutions such as Broadband, 3G\4G and VPN's (virtual private network)Knowledge of building PC's and troubleshooting support issuesKnowledge Article CreationProvide a professional, approachable and technical IT support service to the company.
wnership of all incidents and service requests managed by 2nd line.
% of incidents resolved within OLA.
% of incidents resolved within SLA.
% of incidents responded to with OLA.
eedback from team members and customer satisfaction questionnaires.
egular performance and development review.
Customer Engagement Attend and Deliver Tech Expert events as and when requested.
rovide proactive onsite training i.
.
technology events, tips of the week etc.
rovide support for client meetings and AV setup.
General Operations Management Support of Desktop PC’s, Laptops and local hardware devices.
anagement/Support of remote working.
Phone, iPad, Windows and Android Phone support.
anage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure team.
ardware Procurement.
alesforce Administration.
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.· To manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.
roject Management· Involved in project management process from inception through to transition to "business as usual" as the point of contact for Service Delivery team, as directed by line manager.· Participate as a project resource as and when required to provide Desktop support and where required deliver the solution within agreed timescales.· Ensure participation in project activity is approved.
ualifications and experienceSoft Skills.
Analytical problem-solving skills to follow an incident or problem through to resolution.
xcellent Customer service skills.
xperience of working in an ITIL environment preferred but not essential.
se initiative with a positive and can-do attitude.
dentify business impacting incidents and escalate according via the escalation process.
bility to communicate effectively with a confident telephone manner.
xcellent attention to detail and in all written communication.
actful and diplomatic when dealing with pressurised situations.
ble to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
bility to work effectively alone and within your team/group or project, under the appropriate supervision.
aintain good working relationships with all members of IT.
rofessional appearance and attitude at all times.
lexible approach to role including travel where required.
ighly motivated, willing to continually update knowledge and skill set.
bility to liaise and communicate with all levels within IT and across the business.
Technical Skills.
ServiceNOWMicrosoft Office 365Microsoft TeamsMicrosoft Teams TelephonyMicrosoft Windows 8/Windows 10/Windows 11Microsoft Active Directory administrationSalesforceExchange administrationKnowledge of ADSL and Wi-Fi technologiesKnowledge of Apple and Android Mobile devicesKnowledge of networking conceptsKnowledge of all core applications including but not limited to.
itrixCisco TelephonyPrintingEmail archiving solutionsSCCMKnowledge of remote working solutions such as Broadband, 3G\4G and VPN's (virtual private network)Knowledge of building PC's and troubleshooting support issues Documentation skills.
Knowledge Article Creation Deliverables and Measureables Provide a professional, approachable and technical IT support service to the company.
wnership of all incidents and service requests managed by 2nd line.
% of incidents resolved within OLA.
% of incidents resolved within SLA.
% of incidents responded to with OLA.
eedback from team members and customer satisfaction questionnaires.
egular performance and development review.