As a Desktop Engineer, you will be responsible for providing technical support, troubleshooting, and maintaining the desktop infrastructure across the organisation. You will collaborate with various teams to ensure efficient desktop operations and deliver high-quality IT services to our employees.

This team is known for its customer-centric approach, strong technical expertise, and exceptional problem-solving skills.

Responsibilities:

• Desktop Support: Provide first-level support for desktop-related issues, including hardware, software, and network connectivity problems (both onsite and offsite). Respond to customer inquiries in a timely and professional manner (regardless of the manner of contact and ensuring that all contact is accurately recorded), troubleshoot technical issues, and resolve problems to minimise downtime and disruptions.
• Desktop Infrastructure Management: Install, configure, and maintain desktop operating systems, applications, and software updates. Collaborate with the wider IT team to deploy standardised desktop images, security patches, and software packages. Ensure desktop systems are properly secured, backed up, and protected against malware and unauthorised access.
• Hardware and Peripheral Management: Manage the inventory of desktop hardware, including PCs, laptops, monitors, printers, and peripherals. Perform hardware installations, upgrades, repairs, and replacements as needed. Collaborate with vendors to resolve hardware-related issues and coordinate warranty repairs or replacements.
• User Training and Documentation: Develop user training materials and conduct training sessions to enhance end-users' technical skills and knowledge of desktop systems and applications. Create and maintain documentation, including standard operating procedures, user guides, and knowledge base articles, to facilitate self-service and assist users in troubleshooting common problems.
• Incident and Problem Management: Record and track incidents and service requests in the ticketing system. Prioritise and escalate issues when necessary, ensuring timely resolution and adherence to service-level agreements (SLAs). Conduct root cause analysis and implement preventive measures to address recurring problems and improve the overall stability of the desktop environment.
• Office Ownership: Ensuring that regular checks of the offices are conducted to ensure usability, stability and uniformity from a desk and meeting room perspective. Being responsible for the server rooms, including responding to alerts, keeping the rooms tidy and assisting with commissioning and decommissioning servers.
• Collaboration and Communication: Collaborate with cross-functional teams, including network administrators, system administrators, and application support teams, to resolve complex technical issues and ensure seamless integration between desktop systems and other IT infrastructure components. Communicate effectively with end-users, providing clear and concise instructions and updates regarding ongoing support activities.

Qualifications and skills:

• Proven experience as a Desktop Support or in a similar technical support role.
• Proficiency in supporting and troubleshooting Windows and macOS operating systems.
• Strong knowledge of desktop hardware, software applications, and peripheral devices.
• Familiarity with desktop management tools, such as Active Directory, SCCM or similar.
• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.
• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions is a plus
• Understanding of ITIL principles and best practices in incident and problem management.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
• Strong communication and interpersonal skills to effectively collaborate with end-users and IT teams.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong customer service orientation and the ability to communicate technical concepts to non-technical users.
• Effective time management and organizational skills to prioritize and handle multiple tasks simultaneously.
• IT certifications, such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus
• A minimum of B2 English level
• Availability to work on weekends (Occasionally)
  

If this sounds like an ideal role then apply with your CV, this is an active requirement and the opportunity won't be around for long!

Dave
#LI-DO1