Desktop Support Engineer

Cheltenham, UK
15 Sep 2019
11 Oct 2019
Contract Type
Full Time
Northrop Grumman are currently seeking a Desktop Support Engineer for a permanent role based in Cheltenham.

The Desktop Support Engineer is a key member of the IT Service Desk team providing end-user helpdesk support to the customer base at Cheltenham.

Key Responsibilities
  • Provide helpdesk and technical support services to on-site end-users, ensuring all requests from users are logged, updated and closed in line with operational service level agreements
  • Install, configure and deploy computer system hardware and software including but not limited to operating system and application software
  • Install, configure, maintain and troubleshoot end-user hardware, software and peripheral devices
  • Administer and maintain end-user accounts, permissions, and access rights
  • Assist the Network and Server team to ensure the appropriate patches, hot fixes, and service packs are installed on company-owned or licensed software in a timely manner
  • Provide assistance to the Network and Server administrators with scheduled maintenance and assist in performing network improvements, upgrades and repairs
  • Carry out project-based tasks assigned to the service desk
  • Check system backups daily and escalate any problems identified
  • Follow all Northrop Grumman policies and procedures, including adherence to ISO20000 & SO27001 standards
  • Make any recommendations on process improvements to the IT Service Delivery Manager
  • Practice asset management for IT hardware, software, and equipment
  • Support with the identification and resolution of potential security breaches and vulnerability issues in a timely and accurate fashion
  • Perform all information systems operations activities, including checking error logs, verifying integrity of systems, performing disaster recovery drills and maintaining operations logs
  • Provide technical, operational and training support to departmental personnel for all computer-related equipment, peripherals, accessories and components
  • Research and evaluate new software and hardware technologies which could enhance the computer system
  • Suggest ways to improve department workflow
  • Keep manager informed of problems or issues
  • Maintain hardware/software inventory
  • Provide on-call technical support for low-side and high-side environments

General Operational duties
  • Attend IT department meetings as required
  • Remain compliant with all applicable ES Processes and procedures

Person Specification

Essential Qualifications/Experience
  • ITIL Certified
  • MCP Certified
  • Demonstrated success as a support engineer providing 1st line support to end users
  • Experience working within an enterprise ticketing system
  • Windows 7, Windows 10, Microsoft Office 2013/2016, Microsoft SharePoint 2013, Skype for Business
  • Encryption technologies
  • Active Directory, File and Print Services, SCCM
Competency/Skill requirements
  • Basic networking skills, structured cabling, patch management
  • Print Management experience
  • Well-organised with a logical approach to troubleshooting and problem-solving
  • Proactive and responsive, with a commitment to continuous improvement
  • Excellent attention to detail
  • Sense of Urgency
  • Courteous but firm when dealing with difficult customers
  • Can work individually and as part of a team
  • Adaptable in a changing environment
  • Very good interpersonal skills, able to engage effectively with all stakeholders
  • Fluent in written and spoken English
  • Strong customer orientation
  • An engaging 'can do' attitude
  • Proficient at multi-tasking, working under pressure and to tight deadlines
  • Innovative and creative approach, able to think outside the box
  • Willing to learn on the job
  • Able to write business correspondence and technical documentation

Other requirements
  • Travel requirements: Occasional UK travel, (
  • Clearance requirements: Post-holder must hold and maintain UK Government clearances

This job was originally posted as

Similar jobs

Similar jobs