Senior Desk Side Support Engineer

Plan net
London (South)
Competitive rate
13 Oct 2016
23 Oct 2016
Contract Type
PURPOSE OF THE ROLE: To provide deskside and remote support for a large legal company at their Central London office as part of an extended Managed Service team. ESSENTIAL SKILLS & EXPERIENCE : • A minimum of 3 years deskside support experience (hardware/software)legal experience an advantage • Providing 2nd line deskside BAU IT support & Executive support • Hardware and software troubleshooting • Responding to IT related requests and incidents via Service Now Management system would be an advantage • Performing asset management tasks in support of new deployments • Blackberry/IPhone/IPad product support; • Knowledge and experience of PC/Laptop builds, deployments and software installations • Experience of working to SLA and KPI measures. • Professional attitude and appearance • Excellent Customer Service skills RESPONSABILITIES: The Individual will be a deskside analyst at the client site in London providing 2nd Line support duties to the user base, reporting into the Operational Manager. • Diagnosis and resolving user hardware incidents • Assisting users with any logged IT related incidents • Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible and escalating incidents to other support teams where necessary. • Accurately recording, updating and documenting all new incidents/requests using the IT Service Desk system (ServiceNow) would be an advantage • Installation and configuration new IT equipment • Responding to meeting room setup requests (laptops, projectors, videoconference equipment, telephony) • Maintaining a first class level of customer service ensuring all customers are treated efficiently and in an appropriate manner. • Maintaining excellent verbal communications skills, both written and verbal with the ability to communicate effectively with technical and non-technical colleagues at all levels. • Managing changing and competing priorities. • Creating, maintaining and publishing relevant support documentation in order to assists all service desk support staff and enable users to become more self-sufficient. • Exhibiting a flexible approach and be open-minded. • Managing user expectations and keep users updated on the progress of their incidents • Maintaining a positive, can do attitude About us: Plan-Net is a leading IT services provider that has been transforming the IT of organisations, large and small, for over twenty six years. We work with leaders in a number of sectors including, amongst others, Finance and Legal, providing high quality IT outsourced, co-sourced, managed services, consultancy, and managed sourcing solutions. This is a great opportunity to be part of our growing team here at Plan-Net and get immediate exposure to high-profile, corporate organisation. WHAT TO DO NEXT: If you are ready to progress your career and join team Plan-Net please apply below. Shortlisted applicants will be contacted. This job was originally posted as