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Desktop Support Engineer Back to search results

Salary: Negotiable
Job type: Permanent
Job location: Chatham, Kent
Date posted: 01 May 2019

Desktop Support Engineer

Chatham

Industry: Financial Services

I currently have an excellent opportunity for a Desktop Support Engineer focusing on 1st & 2nd line support for a major financial organisation based in Chatham.

This is an excellent opening to join a company that offers excellent progression into 3rd line support an above roles. They are going through periods of major growth and innovation within their technology departments so it’s a great opportunity to develop your skill sets long term.

The position offers an above market rate salary, an excellent benefits package and an impressive pension scheme.

KEY RESPONSIBILITIES & ACCOUNTABILITY

  • Desktop Engineers will deliver an exceptional level of 1st and 2nd Line support & service for Vanquis colleagues.
  • Provide On-Site service and support, including user hardware request fulfilment and incident resolution.
  • Provide IT Facilities service and support including VC conferencing, AV solutions and printers.
  • Provide remote service and support to colleagues (‘Service Desk’ service) via various channels (phone, email and tickets raised by Self Service Portal, as well as Chat support).
  • Conduct Service responsibilities as per the Major Incident Process and Procedure and complete investigation and actions as relevant as part of Problem Management.
  • Meet Service Level Targets and Performance Targets applicable (Ticket response, resolution targets, call answer speed etc)
  • Provide front line service to colleagues for requests, queries and incidents on business services and applications, providing first line resolution where possible and triage of tickets according to run books/Standard Operating Procedures or ad-hoc investigating and collaborative working
  • Maintain user and IT facilities hardware and software to agreed standards
  • Contribute to the effective running of the Service function, playing a part in workload management
  • Contribute to continual service improvement
  • Deputise and act as a delegate for the Principle Desktop Engineers where appropriate
  • Maintain Service processes and standard operating procedures
  • Commits to involvement in regular performance and development conversations with their line manager and embraces a culture of in-time feedback and coaching.
  • Adhere to agreed documentation, processes and governance as per standard documentation, regulation, Service Management and company process and governance
  • Adhere to employee policies
  • Comply with the organisations Information Security Policy, and all subordinate policies and local procedures.
  • Protect the organisation assets in line with the requirements set out in the Acceptable Use Policy.

Knowledge and experience requirements

Essential:

  • Minimum of 3 years’ experience providing remote and on-site desktop / service and support including front line and second line level
  • Proven experience of working within with ITIL aligned processes
  • Sound technical knowledge and understanding of infrastructure and applications
  • Experience working in an environment of strict compliance and regulation
  • Previous experience of working within a customer centric business
  • Previous experience of supporting a Windows and Citrix environment

Desirable:

  • Experience supporting Office 365 front-end applications
  • Experience supporting AV equipment and Printer authentication software
  • Scripting / automation skills using Powershell
  • Previous experience working with an environment of agility focus / product team construct
  • Previous experience of working within Financial Services industry, with banking compliance and regulation knowledge
  • Previous experience supporting a Call Centre user-base
  • DevOps / Agile framework knowledge / experience

USEFUL INFORMATION

  • 37.5 hour working week
  • Bonus
  • Pension
  • Healthcare
  • Personal Development Programmes

Reference: BBBH5100631_1556704461
Consultant: John Nix
John.nix@thisisrtm.com

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