Capita Defence and Security Resourcing

Desktop Support Engineer

Location
Manchester
Salary
£20000 - £25000 per annum + benefits
Posted
30 Mar 2017
Closes
27 Apr 2017
Ref
Desktop Support Manc
Contact
Laura Usher
Clearance Level
SC
Job Type
Permanent

Role: Desktop Support Engineer

Location: Manchester

Salary: Up to £25,000

JOB ROLE:

Reporting to the Desktop Team Leaders, the role will have Second Line responsibility for resolving Incidents and completing IMAC Requests assigned to the Desktop Support Team.

Principle Duties and Responsibilities

  • Second Line responsibility for resolving Incidents and completing for both hardware and software
  • Liaising with the Service Desk and Level 3 Teams, to ensure appropriate forward movement leading to efficient resolutions and completions
  • Undertaking IMAC activities, including hardware and software installation, as per the Nautilus contract
  • Undertaking Project based activities in support of both internal and external Project Managers, as above
  • Liaising with, and taking guidance from, the IMAC Schedulers
  • Working with the Build Engineer to complete individual PC software inventories and installations
  • Keeping the EUC Tower Lead informed of any problems or issues arising, escalating as necessary
  • Flexible working to support the hours of between 0700-1900 Monday to Thursday, 08:00 - 13:00 Friday and 08:00 - 13:00 Saturday (overtime), and also covering adhoc overtime as required

Key Accountabilities and tasks:

  • Incident/IMAC management in line with agreed SLAs
  • Troubleshooting hardware - including desktop PCs, laptop, workstations and associated peripherals
  • Troubleshooting Software - including operating systems and desktop applications
  • Rebuilding and configuration PCs, applications and peripheral installations as per the IMAC process
  • Moves, changes and deletions of the hardware/software estate to agreed SLAs (IMAC)
  • Involved in new IT infrastructure implementation projects, moves, changes and deletions to agreed SLAs (IMAC)

Skills and Experience

  • Good technical knowledge, skills and hands on experience of Hardware
  • Good technical knowledge, skills and hands on experience of Software - Windows 7, Microsoft Office 2010, etc.
  • Experience of KPIs and SLAs, together with experience of the Client's industry would be advantageous
  • Exemplary organisation, logistical skills and communication skills
  • Excellent team awareness
  • Working knowledge of ITIL, particularly Service Delivery aspects. Foundation to Intermediate level will be beneficial
  • Customer focused