Position:

IT Desktop Support Engineer

Location:

On-Site in London EC2Y 9AR

Backfill Support

Job Purpose:

The onsite support engineer will provide high-quality technical support for all End User Computing devices (Laptop, Desktop, and mobility) for office-based staff at the site. This includes leading the resolution of incidents, problems, and requests to achieve high standards of customer service and deliver operational and business benefits.

Operation Roles and Responsibilities

Basic experience in the IT industry

Good client management and communication skills

Understanding of ITIL concepts and ServiceNow

Troubleshooting of computer OS/peripherals, asset/inventory management

Ensure tickets are updated timely and adhere to SLAs

Handle different PC operating systems (Windows 7, 10)

Manage end users'' incidents and IMAC requests using ServiceNow

Perform hardware/software installation (deployment tools like SCCM)

Provide end-user support – break fix and service requests

Manage desktop/laptop/network printers

Basic AV support for conference rooms and internal events using MTR (Microsoft Teams Room)

Image deployment using SCCM and Auto Pilot

Support VDI technologies such as Citrix Xendesktop and Azure Cloud PC

Manage laptop AV/endpoint security (McAfee, Cortex XDR)

Manage user data (OneDrive, Office 365)

Upgrade old assets from Windows 7 to Windows 10

Support MTR video conferencing for meetings and events

Coordinate with vendors for hardware/spare replacements

Manage incidents, service requests, and assets

Maintain support queue to meet SLAs

Work independently and collaboratively

Communicate effectively with internal and external contacts

Provide excellent customer service to IT teams and business partners

Perform end-to-end IMAC activities, including packaging and inventory updates

Support mobile devices (iPhone, iPad, Android)

Investigate, diagnose, resolve, and escalate hardware/software issues as needed

Ensure issue resolution within a reasonable timeframe

Deploy and upgrade laptops and workstations successfully

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