Deskside Support Engineer

Closing date
8 Jul 2021

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Technology & New Media
Contract Type

Job Details

Join us as a Deskside Support Engineer with Chanel

(Croydon, It's a Full-time permanent role)

About Capita

At Capita, we support clients across a range of sectors, including local Government, central Government, education, transport, health, life and pensions, insurance and other private sector organisations. We support with expertise applied by the talent across our business in combination with technology, insight and analytics to keep our clients ahead of change, sharper than competitors and more efficient than ever - and we always need new talent to help us achieve our goals.

The Role of a Desktop Support Engineer(1st line Support)

The candidate will be a highly motivated individual looking to progress their career in an innovative organisation supporting Chanel.

Within this one can expect to be troubleshooting end-user devices, test network connectivity, and work with a large number of supporting teams with internal and external providers.

This is an exciting opportunity for an ambitious individual with strong customer service skills and experience problem solving, to join our ambitious and friendly organisation.

Typical Role Responsibilities

Deliver at the elbow and remote support to caregivers

Ensure that incidents and faults are logged and handled to closure, working with colleagues and third-party suppliers to provide a solution

Keep the caregivers and ticket updated with developments

Work closely with all IT supporting teams onsite and offshore and 3rd party suppliers to manage and resolve incidents and services

Where tickets are unable to be closed, identify further resolution steps and actions and agree with steps to be taken escalating as necessary

Report directly to your team lead to ensure SLAs are met

Working with the team to ensure all documentation is updated and correctly recorded in the relevant repository, aiding effective closure times

Ensure all Incidents and Requests meet the agreed SLAs

Deliver excellent customer experience to the highest standards, while actively contributing to the improvement of IT departmental processes and procedures

Performing basic administrative support duties, as required, to meet specific operational objectives

Desirable Criteria:

Soft skills are the most important aspect in this role

Be the face of the Helpdesk

Ability to take calls and listen

Excellent communications skills

Call Logging / Remote and Email Support

Ticketing system experience

Deal with password resets, incident requests

Have a mental checklist of how to address issues


College degrees and Diplomas would be beneficial

Be able to deal with pressure

Desirable - ITIL

We look forward to hearing from you and wish you the very best of luck with your application

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