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Deskside Desktop Support Technician

  • Location: Central London
  • Salary: £25000.00 - £35000.00 per annum + Benefits
  • Job type: Permanent
  • Sector: IT & Information Security

Capita IT Resourcing is currently recruiting for a Deskside Desktop Support Technician to join a FTSE 250 employer in Central London. This role involves high amounts of face-to-face support of users as well as ticket-based problem resolution, new machine builds and all aspects of End User Support (EUS).

The desktop support technician will provide on-site / deskside 2nd and 3rd line operating system and software support for all devices including desktops, laptops, thin client's tablets and other mobile devices. In addition to on-site support you will provide remote assistance to clients working away from site. You will also coordinate with other resolving teams to bring about resolutions within SLAs.

Main tasks

  • Investigate and resolve complex incidents / problems, working with the customer, other teams and vendors where necessary in line with priority/business impact, ensuring SLAs are met.
  • Build and maintain excellent customer relationships with all clients and effectively manage challenging situations.
  • Analyse incident trends to be able to provide proactive support to improve performance and service to clients.
  • Ensure accurate and detailed event recording in incident handling system.
  • Ensuring adherence to and maintenance of defined policies and procedures.
  • Maintaining and producing documentation for support procedures.
  • Liaise with third party software/hardware suppliers or maintenance suppliers where necessary.
  • Provide technical input to internal project teams.
  • Maintain up to date awareness of developments in IT industry and identify how appropriate ones can be applied.
  • Any other relevant duties as requested by line management.

Essential Experience/Skills/certification

  • Apple Certified Support Professional (ACSP)
  • Thorough working knowledge of Apple iOS & OS X platforms
  • Experience supporting, configuring and resolving issues reported on the Apple range of products
  • Customer focused with excellent interpersonal skills
  • Experience of Concierge style customer support
  • Flair for problem solving and diagnosing technical issues on the spot
  • Friendly and able to retain composure, patience and focus while troubleshooting
  • Able to explain technical terminology and impart knowledge to customers and colleagues
  • Aptitude for acquiring skills and knowledge, with an eagerness to learn new things
  • A minimum of 3 years 2nd line deskside support experience
  • Experienced in using, supporting and providing general advice and guidance on Microsoft Office 365 suite of applications including both Sharepoint & Teams
  • Supporting, configuring and resolving issue reported on the Apple range of products
  • Experience of mobile device management, mobile application management, and PC management (such as; Microsoft Intune, Okta Mobile & MobileIron)
  • Active Directory administration (Users and Computers)
  • Knowledge of software deployment tools (such as; MS AD Group Policy, MS SCCM & Ivanti LANDesk)
  • Good working knowledge and support of wireless technologies
  • Support of meeting room facilities, including interactive whiteboards (MS Surface Hub) and integrated room booking software (Condeco)
  • Anti-Virus, Patch Management and Hard Drive encryption management (McAfee, MS BitLocker, Ivanti LANDesk)
  • Know-how on support and configuring of Smartphone and Tablet devices (primarily Apple, Windows and Android)
  • Hardware support for desktops, laptops, tablets, AV devices, smart phones and printers.

Personal Attributes

  • Consistent provider of excellent customer service.
  • Ability to communicate clearly and effectively at all levels.
  • Ability to liaise effectively with other support teams and 3rd parties to bring about solutions to problems collaboratively.
  • Proactive individual who can identify areas where service improvements can be made and suggest ways in which systems can be improved.
  • Ability to explain technical problems in a simple way.
  • A team player who enjoys sharing knowledge with colleagues.
  • Ability to produce high quality written documentation.
  • Ability to prioritise tasks.
  • Effective problem resolution skills.
  • Ability to achieve targets as agreed by your manager.
  • Willingness to work flexibly and at other locations within reasonable travelling distance as and when required.
  • Willingness to provide out of hours support for office moves etc. as and when required

If you are interested in the role and would like to apply, please send me your CV via the link below for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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