1st / 2nd Line Helpdesk Support

About the role:

This role will serve as a crucial in person support team member, demanding technical expertise, a customer-focused mindset, and the ability to handle escalated desktop-related issues efficiently. Provide first and second-line technical support for end-user computing devices, including desktops, laptops, smartphones, and tablets & the corresponding operating systems. Remotely and in person.

Incident Management:

• Log, track, and manage support incidents through to resolution.

• Ensure timely communication with end-users regarding the status of their reported issues

Software Support:

• Assist in the installation, configuration, and troubleshooting of software applications

• Provide guidance to end-users on software-related queries.

Collaboration:

• Work closely with other IT teams, EUC Support Lead, and vendors to address complex technical issues.

• Contribute insights and suggestions for improving EUC services.

EUC Infrastructure Management:

• Assist in maintaining and optimising end-user computing infrastructure

• Contribute to the implementation of EUC projects and initiatives.

Desktop Support:

• Provide support for desktop-related issues, ensuring timely and effective resolution to underlying issues to a service or item.

• Serve as an escalation point for complex issues from the EUC Team.

Hardware and Software:

• Support office infrastructure such as Audio Visual, Networking, WiFi and CCTV hardware when needed

User Assistance:

• Assist end-users with IT-related queries, offering clear and effective guidance.

• Provide advanced training and documentation to users and EUC Engineers for optimal user self-service and enhanced support service.

Diagnosis and Resolution:

• Diagnose and resolve escalated hardware and software issues using systematic diagnostic mindset.

• Collaborate with the Desktop Support Lead for efficient resolution of issues requiring infrastructure attention.

Collaboration and Escalation:

• Collaborate with the EUC Team and other IT teams to ensure seamless IT operations.

• Escalate complex and work with SMEs to resolve challenging issues and if necessary 3d party external partners to resolve complex problems

Asset Management:

• Manage and maintain an accurate inventory of all desktop-related assets

• Ensure accurate tracking and recording of hardware and software changes, upgrades, and installations.

Remote Support:

• Provide advanced remote assistance to users through the provided support channels

• Use remote access tools for troubleshooting and problem resolution

Knowledge, skills, and experience desired for the role:

• Minimum of 3 years experience in desktop support or relevant IT role

• Experience as desktop support engineer or similar

• Advanced O365 Admin/AzureAD knowledge

• Knowledge and experience using intune MDM

• Experience in user support or related roles

• Experience of supporting O365 Apps such as Word, Excel, Teams

• Knowledge of M365 & O365 suite Administration

• Proficiency in troubleshooting hardware and software issues

• Excellent communication and interpersonal skills

• Ability to adapt to new technologies and learn quickly

• Customer-focused with a strong commitment to providing quality support

• Excellent problem-solving mindset