Desktop Support Engineer
Desktop Support Engineer
Location - Barrow
An overview of the role
Reporting to the Desktop Team Leaders, the role will have Second Line responsibility for resolving Incidents and completing IMAC Requests (for both hardware and software) assigned to the Desktop Support Team.
Principle Duties and Responsibilities
Liaising with the Service Desk and Level 3 Teams, to ensure appropriate forward movement leading to efficient resolutions and completions
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
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)
Flexible working to support the hours of between 0 Monday to Thursday, 08:00 - 13:00 Friday and 08:00 - 13:00 Saturday (overtime), and also covering adhoc overtime as required
This is a busy role; therefore, you will need to work well and continue to deliver results under pressure with minimal supervision whilst maintaining excellent customer service.
To be successful in this role, you must have worked in a similar desktop support role previously and have the below skills:
Good technical knowledge, skills and hands on experience of Hardware and Software - Windows 7 and 10, Microsoft Office 2010, 2016 etc.
an analytical mind with the ability to bring clarity to difficult situations, communicating to End Users with a wide variety of IT experience to ensure understanding and resolution of their issues
Experience of KPIs and SLAs, together with experience of the Client's industry would be advantageous
A knowledge of the Client's IT infrastructure and services is essential
Exemplary organisation, logistical skills and communication skills
Working knowledge of ITIL, particularly Service Delivery aspects. Foundation to Intermediate level will be beneficial
A high energy professional capable of influencing within the EUC Tower
Must have a flexible approach and a sense of teamwork is essential
must be SC cleared or be capable of obtaining MoD SC clearance ie sole UK National.
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients' opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organisations to realise their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of ???17billion.