Desktop Support Engineer

Desktop Support Engineer

Whitehall Resources are currently looking for a Desktop Support Engineer.

This role will be Inside of IR35, so you will be required to use an FCSA Accredited Umbrella Company.

Key Requirements:

– The PC support/Digital Workplace team is the frontline team dealing with End User Incidents and owning all IT related issues on behalf of the clients.
– Working within a large multi-disciple, multi-site team, the team will be focused on Incident resolution, problem management and process improvement.
– Assistance connecting BYOD devices to provisioned Wi-Fi (Office M) including support where users encounter issues connecting to Wi-Fi.
– Support for Frontline workers for technical issues phased during application setup on Mobile device.
– EUS onsite support (Mon-Fri, 8am-4pm UK) to assist with the app experience rollout.
– App download and authentication as per Documentation shared by programme.
– Registration of device as MFA (Multi factor authentication) (Biometrics).
– Resolution of authentication issues such as password resets, account unlocking and raise ticket where it needs to be looked after by another team (Security/Office 365).
– Application and access issues related to My time based on documentation shared with EUS team by Programme.
– Troubleshoot and Raising of IT tickets if unable to resolve by existing EUS team.
– Feedback queries and issues through hyper care queue for resolution and management.
– Provide support to wider programme team to update knowledge articles with common queries experienced and resolution.
– Manage, respond to and resolve all End User and related incidents and problems.
– Installation, configuration and management of End User Devices and Applications.
– Responding to and containing IT Security threats and major incidents related to End User Devices and Applications.
– Liaising with 3rd party Vendors like HP or Dell to resolve the issues.
– Reduction in repeat incidents through effective Problem Management (Root Cause Analysis).
– You are also required to work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to make sure that the projects are delivered intime and as per expectations.
– Maintaining agreed SLA levels and assuring Quality of delivery at all times

Key Experience:

– In Depth and proven experience of Client Operating systems like Windows 10/11 to MCP certification level.
– Diagnose and resolve problems related to desktops, laptops, printers, and network connectivity.
– Perform minor repairs and escalate major issues to vendors when necessary.
– Set up and configure desktops, operating systems, and required application.
– Respond to user inquiries and provide guidance on hardware/software usage.
– Develop training materials and assist users in understanding IT policies and best practices.
– L1 support for Audio/Video and meeting room equipment.
– Excellent Communication skills.
– ITIL Foundation certified, Ideally ITIL Incident/Problem Practitioner.
– 3 year’s experience within a large complex IT department/organisation.
– Ability to understand the Business from a user perspective. Remains visible to customers as the face of IT to listen to their concerns and share as needed.
– Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result).
– Has Made customer-oriented decisions and shares great stories of exceptional customer service.
– Ensure that problems are logged, investigated, resolved and closed within agreed timescales.
– Complete data analysis to identify focus points for problem resolution based on customer impacts and documenting RCA’s.
– Proven focus and ability to Identify and drive through Service Improvements and Incident Reduction.
– Proven focus on identifying and documenting User and Service Risks and Issues.
– Ability to coordinate incident resolution activity within and across IT teams, to ensure actions are completed within timescales.
– Works collaboratively with a range of people to support the wider business agenda.
– Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.