Desk Support Engineer
About the role
An exciting opportunity has arisen for an experienced Desktop Support Engineer to join our ISS Team within UK SBS.
Within this key role you will provide support to desktop systems in use throughout our client base in accordance with agreed procedures. This will include implementing scheduled equipment replacement and upgrade programmes, ensuring information regarding incidents is correctly recorded and also supporting office moves when required.
About you
Key Responsibilities
To work with the Desktop Team Lead to:
Desktop support/Installation
To respond to requests for support logged with the service desk, making an initial diagnosis of any problems and implementing known solutions and assisting users in making more effective use of desk-top systems, products and services, including mobile devices.
To install, commission and demonstrate desk top systems and their routine upgrades for all products, services and systems within the area of responsibility. To provide information on updates, known errors, changes in availability, new facilities etc.
To provide an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes providing advice on systems, products and services available, documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
To ensure that all work is carried out in accordance with agreed UK SBS procedures and KPIs.
To provide information to ensure that details of installed components are updated as necessary.
Organization Description
UK Shared Business Services Ltd (UK SBS) is an organisation whose purpose is to support their clients by allowing them to focus their resources on doing what they do best, by providing the following range of professional business services to our clients:
Our clients include UK Research and Innovation (UKRI), the Department for Business, Energy & Industrial Strategy (BEIS) and other Partner Organisations.
At UK SBS, service excellence means more than completing transactions; the organisation has been set up to deliver added value for our clients. This means our people make a big contribution to the value we offer through specialist knowledge and high standards of service.
An exciting opportunity has arisen for an experienced Desktop Support Engineer to join our ISS Team within UK SBS.
Within this key role you will provide support to desktop systems in use throughout our client base in accordance with agreed procedures. This will include implementing scheduled equipment replacement and upgrade programmes, ensuring information regarding incidents is correctly recorded and also supporting office moves when required.
About you
- you will have significant experience in a high pressured desktop support role along with experience of installing and supporting PC based systems and software
- you will have good working knowledge of network operating systems and the interaction between desktop systems over a network as well as an understanding of ITIL
- you will combine this experience with your excellent customer focus and team working skills.
- ISS is expanding to other locations within the UK and even though the role is primarily based in Swindon, it will include travel to other locations, including London.
Key Responsibilities
To work with the Desktop Team Lead to:
- provide support to desktop systems in use throughout the client base in accordance with agreed procedures
- implement agreed equipment replacement/upgrade programmes as applicable
- ensure that information about incidents is correctly recorded
- provide office move support when agreed
- assist with recording and progressing of requests for support/service in accordance with agreed procedures
- provide an exceptional customer experience.
To respond to requests for support logged with the service desk, making an initial diagnosis of any problems and implementing known solutions and assisting users in making more effective use of desk-top systems, products and services, including mobile devices.
To install, commission and demonstrate desk top systems and their routine upgrades for all products, services and systems within the area of responsibility. To provide information on updates, known errors, changes in availability, new facilities etc.
To provide an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes providing advice on systems, products and services available, documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
To ensure that all work is carried out in accordance with agreed UK SBS procedures and KPIs.
To provide information to ensure that details of installed components are updated as necessary.
Organization Description
UK Shared Business Services Ltd (UK SBS) is an organisation whose purpose is to support their clients by allowing them to focus their resources on doing what they do best, by providing the following range of professional business services to our clients:
- Human Resources & Payroll
- Finance
- Procurement
- Information Technology
At UK SBS, service excellence means more than completing transactions; the organisation has been set up to deliver added value for our clients. This means our people make a big contribution to the value we offer through specialist knowledge and high standards of service.
Shortlisting and Interview Criteria
Qualifications:
Essential:
Desirable:
Knowledge:
Essential:
Desirable:
knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc.) used within own organisation
Skills and Abilities:
Essential:
Relevant Experience:
Essential:
Qualifications:
Essential:
- educated to GCSE or equivalent
- educated to A level or equivalent.
- GCSE in relation to IT
- a Degree in a related subject.
Essential:
- experience of installing and supporting Windows XP/7/8, Microsoft Office 2007/2010/2013, iOS, OSX
- experience of network operating systems and the interaction between desktop systems over a network
- end user support/deskside support
- understanding of ITIL
- good knowledge of relevant IT industry standards and trends
- familiar with techniques for ensuring that full account is taken of customers’real and stated needs in the delivery of products and services.
knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc.) used within own organisation
good knowledge of the hierarchy and culture of customer and supplier organisations.
Essential:
- results focused – ability to work within a team or, at times, under own initiative
- process drive - understanding of the importance of Processes and Procedures and a desire to improve and follow standards
- analytical thinking – acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between the parts
- good organisational skills
- information acquisition – identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
- ability to provide clear and concise information
- interacting with people – establishing relationships and maintaining contacts with people from a wide variety of backgrounds
- work effectively within different teams
- evidence of a strong customer and delivery focus by understading different customer needs and responding to queries accordingly.
Essential:
- previous experience in a desktop support position.
