Capita Defence and Security Resourcing

Desktop Support Engineer

£20000 - £25000 per annum + benefits
30 Mar 2017
27 Apr 2017
Desktop Support Manc
Laura Usher
Clearance Level
Job Type

Role: Desktop Support Engineer

Location: Manchester

Salary: Up to £25,000


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

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