Desktop Support Technician
Posted 3 days ago by 1770216936
Negotiable
Inside
Onsite
City Of Westminster, London
Summary: The Desktop Support Technician I role involves providing high-quality technical support to employees as the first point of contact. The technician will diagnose and resolve hardware and software issues, manage user onboarding, and ensure effective asset management. This position is crucial for maintaining productivity and connectivity within the workforce. The role is based in Victoria, Westminster, and is a 6-month contract position.
Key Responsibilities:
- Provide front-line technical support to global customers via calls and chat.
- Diagnose, assess, and triage incidents, aiming for 90% First Call Resolution.
- Troubleshoot OS issues, VPN connectivity, and networking basics.
- Take ownership of employee issues and monitor ticket progress.
- Restore user laptops and applications to normal operation quickly.
- Facilitate workstation setup for new employees.
- Assist and train employees on system software and collaboration tools.
- Create and maintain Knowledge Base articles and process documentation.
- Handle vendor and asset management tasks, including inventory tracking.
- Perform installation, upgrades, and maintenance of software and hardware.
- Provide ad-hoc support for meeting rooms and small IT projects.
Key Skills:
- 1+ year of experience in a fast-paced help desk environment.
- Experience supporting global users in a remote/hybrid environment.
Salary (Rate): £201.00 Daily
City: Victoria
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Detailed Description From Employer:
Adword
Job Title:Desktop Support Technician I
Location:Victoria, Westminster (5 days in a week from office)
Job type: 06 Months contract
Responsibilities:
Role Overview:
We are seeking a driven and technically minded Desktop Support Technician to join our global support team. You will serve as the first point of contact for employees; providing high-quality technical support via phone and chat. You will be responsible for diagnosing, triaging, and resolving a wide range of hardware and software issues. This role involves user onboarding, asset management, event and infrastructure support - ensuring our workforce remains productive and connected.
Key Responsibilities
Technical Support & Incident Management
Global Support: Provide front-line support to global customers via calls and chat, adhering to Service Management principles.
Triage & Resolution: Diagnose, assess, and triage incidents. Identify problems in computer systems and provide technical solutions with a goal of 90% First Call Resolution.
Troubleshooting: Expertly troubleshoot OS issues (BSOD, App Crashing, Performance tuning), VPN connectivity, and networking basics.
Incident Lifecycle: Take ownership of employee issues from start to finish. If escalation is required, monitor the progress of the ticket and maintain communication with the user.
Restoration: Quickly restore user laptops and applications to normal operation to minimize downtime.
Onboarding, Training & Knowledge
New Hire Setup: Facilitate the setup of workstations for new employees, ensuring all hardware and software is configured correctly.
User Training: Assist and train new and existing employees on how to utilize system software, key applications, and collaboration tools.
Documentation: Create and maintain Knowledge Base articles and process documentation. Advising users on appropriate courses of action.
Team Collaboration: Communicate call trends and technical challenges during team meetings.
Operations, Assets & Infrastructure
Asset Management: Handle vendor and asset management tasks; including stock take of IT assets and tracking inventory.
Maintenance: Perform installation, upgrades, and maintenance of software, hardware, and peripherals. Keep systems up to date with the latest security patches and upgrades.
AV & Projects: Provide ad-hoc support for meeting rooms & events as well as infrastructure and peripherals. Demonstrate the ability to take on small IT projects from start to finish.
Skills
.Qualifications and Skills
Required Experience
- 1+ year of experience in a fast-paced help desk environment.
- Demonstrated experience supporting global users in a remote/hybrid environment.
If you're excited about this role then we would like to hear from you!
Please apply with a copy of your CV or send it to Prasanna com and let's start the conversation!
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
