Desktop Support Engineer

11 Nov 2017
16 Nov 2017
Contract Type
Full Time
Desktop Support Engineer Job Description Summary; The Desktop SupportEngineers provide first and second line support to business users of thedesktop systems, as agreed, within Saga Group, providing a first port ofcall for all incidents relating to business software or PC issues. Thissupport includes assistance in the production and compilation ofmanagement information and the administration of incident recording,tracking and documentation within a continuous improvement environment.Engineers have a proactive role in identifying / communicating issuesarising and as first contact in the escalation procedure.Responsibilities; To act as first line of IT support to the businessuser community. To solve problems where feasible and/or own the problemresolution (liaising with other agencies as appropriate) until solution,ensuring that the business users are regularly informed of progress. To act as first line of support also for all PC-related calls, handlingqueries, faults and incidents of all kinds and distributing these to theappropriate second-line personnel as necessary. To provide first linefault investigation requiring: clear statement of the issues; analysisof the issues; proposal for solution (technical design); construction ofsolution where appropriate. To work with and within project teams, asand when required. To be a conduit for issues arising in the businessrequiring resolution within IT. To recognise these issues and escalateappropriately, according to procedures, to both IT and other areas ofthe business. To liaise with internal and external bodies, includinguser groups, business supervisor, Technical Consultants, StrategicPlanning, Unix Technical Support, Project Managers and IT consultants. To monitor systems and proactively recognise and raise issues to thebusiness and to IT where required. To communicate IT support issueseffectively to the business by translation of technical jargon intolaymans terms. To administer the TIA user base including maintenanceof security clearances, new users, amendments and deletions. Tomonitor machine performance and to recognise and raise issues with thebusiness, Services, Holidays and Group IT as appropriate. To provide asystems testing role, particularly for fault correction. Toproactively participate in the development of the services provided andprocedures adopted by the team within a continuous improvementenvironment in order to meet and exceed the expectations of internal andexternal customers. To administer the system maintenance procedures;raise, take ownership and update change requests / faults andcommunicate their progress to both internal and external customers. Tomonitor desktop system usage / performance and to recognise and raiseissues with the businesses and Group IT as appropriate. To provide, ifnecessary when working on remote sites, first line support on local datanetwork, telephony equipment and servers, patching of data and telephonynetworks, installation of telephones onto desks and the back-up of localservers. Adhere to, and promote, security policies to the businesses. Assist in the operation of new systems, agreeing sign off and takingon support roles as necessary, following proper training. To workwithin any SLAs agreed with management and various areas of thebusiness. To be willing to travel between various Group sites in orderto carry out the day-to-day functions of Desktop Support and to beavailable for overtime as and when this is required. To also take partin the Teams On Call Rota, enabling the Company to provide 24/7support. To undertake any other activity, which is required by theirline manager. Capability, Knowledge and Experience; Proven technicalsupport experience in a service desk or desktop support role. Familiarity with Saga maintained products and customer facing screens. Proven communication skills. Personal Characteristics; Excellentcommunicator. Proficient use of Windows and Microsoft Office tools,systems and applications. Enthusiastic team worker - proven ability ofworking in a successful and flexible team. A broad knowledge of Sagaproducts. First class analytical and technical skills A pro-activeattitude, with the ability to recognise issues & escalateaccordingly. Excellent customer facing skills - confident in clearlyand concisely answering queries and providing feedback to customers. Strong prioritisation and time management skills, with the ability towork under pressure and meet tight deadlines. Thrives when givenchallenges and consistently meets targets, maintaining a high level ofaccuracy. To apply for the Desktop Support Engineer role, please click the Applynow button. - provided by Dice MICROSOFT, SLA, STRATEGIC PLANNING, UNIX, WINDOWS