IT Desktop Support Engineer Jobs in Newcastle upon Tyne – England at Arvato UK
Title: IT Desktop Support Engineer
Company: Arvato UK
Location: Newcastle upon Tyne – England
Type: Full Time
Category: IT/Tech, Customer Service/Help Desk
Job Title : IT Desktop Support Engineer Contracted Hours: 40 hours a week with possible out of hours work Saturday and Sunday Business Unit &
IT – Newcastle-based
2 nd Line Support Lead
This Desktop Support Team performs a key function within the IT Department, with specific focus on technical support, incident and service request completion.
Is this the role you are looking for If so read on for more details, and make sure to apply today.
The team supports our Microsoft environment (Windows 10 OS, Microsoft cloud technologies, hardware such as laptops, mobile phones and peripherals and ensures that our IT services include a seamless experience for our user-base, working within KPIs according to our customer contract.
Main duties and responsibilities: · Record, monitor, update and respond to incidents and support requests in a timely manner, owning each request to completion.· Undertake the setup and delivery of IT and mobile equipment to users as required.· Ensure documentation for support processes, procedures, IT systems and knowledge bases are maintained and up to date.· Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents.·
Engage fully and be an active participant in all Critical Incident and Problem Management activities.· Complete all registers as requested (equipment registers, signing in and out, timesheets).· Perform routine maintenance tasks regularly to maintain asset registers and any Call databases within the Call Logging System.· Escalate any unusual events or issues to Team Lead / Arvato management asap.· Be prepared to advice, train and cross skill colleagues as an ongoing process to maintain and strengthen team performance.·
Act as a project resource, reporting back to project managers, as required.· Employ customer focused communication techniques, both written and verbal, in the handling of all requests and face to face communications.
In every activity, support the Arvato business by maintaining a commercial focus in all end user or Client communication.
Skills, knowledge & Expertise :
Essential Strong experience in 2 nd line end user device support, M365 (Azure/InTune) and O365.
Experience in Incident Management and prioritisation of support tickets.· Evidence of positive customer facing communication skills.
Strong capabilities in following documented processes and verbal instruction.
Adaptable to change and capable of learning new skills & requirements.
Evidence of experience in the setup and support of all end-user devices and related software.
Self-motivated, proactive with a “can do attitude”.
Well-developed written and oral communication, problem-solving and analytical skills.
Advanced level competence of Microsoft office suite and Windows desktop operating system.
Working in an ITIL environment/ITIL Foundation certified.
Working in a PRINCE2 environment.
Supporting IT for contact centres.