IT Desktop Support Engineer - 2nd Line Support - Hitchin - 3 Months

CDW Limited
10 Mar 2018
14 Mar 2018
Contract Type
Full Time

Global IT Solutions Company requires a suitably experienced IT Desktop Support Engineer to work as part of a team to provide Desktop Hardware and Application Support and assist with physical Moves and Changes.

The initial contract is for 3 months with a very good chance of further extensions

IT Desktop Support Engineer - 2nd Line Support

Location: Hitchin

Contract Length: 3 months ++

Day Rate: £165.00 Day Rate

Key Skills and Responsibilities


Installing/troubleshooting windows operating systems, deploying/packaging applications.

Installing/troubleshooting and supporting a wide range of systems and applications.

Deploying and managing and supporting printer estates

Managing and conducting IMAC'S (installs, moves, adds and changes)

Prior experience of working in corporate Desktop Support team

Experience of installing/troubleshooting mobile devices.

2nd Line support for all desktop/Workstation issues and service requests, ensuring SLA's are met and exceptional customer service is delivered at all times.

Adhere to best practice around ticket management and ticket quality.

Carry out daily routine activities in-line with documented procedures.

Deliver all services to business in a timely manner to meet expectations and ensure that teams have the tools to do their jobs.

Escalate risks and issues to line management in a timely manner and assist with implementation of solution where appropriate.

Actively support and contribute to knowledge management within the IT Department.

Managing the escalation process effectively.

Taking ownership and becoming the subject matter expert for specific technologies and solutions within your team.

Update and Maintain documentation to agreed standards and at agreed frequency.

Ensuring V.I.P. tickets are progressed accordingly.

Assisting with Transition activities and end-user awareness/training (eg floor-walking)

Responsible for deployment of Workstation build and deployment of user applications

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