IT Service Desk Engineer

Job Description

Role: Service Desk EngineerSalary range: £DOEHours:35 hours per weekLocation: LondonWhat will you be doing as a Service Desk Engineer

• Contributing to the provision of Information Systems (IS) solutions and services aligned with functional business objectives, IS best practices, and established professional standards.
• Collaborating efficiently with other teams and departments to ensure the effective delivery of services and business solutions.
• Supporting the Service Desk team in the maintenance, enhancement, and user support of current IT systems, with a particular emphasis on users desktop environments.
• Aiding the Service Desk team in the configuration and rollout of new IT systems.
• Documenting all activities performed on the helpdesk system.

Responsibilities as a Service Desk Engineer

• Installing and configuring hardware, operating systems, and applications as instructed.
• Assisting in the utilization and maintenance of corporate security systems.
• Assisting in routine backups and maintaining backup records.
• Providing support for service desk level 1 & 2 inquiries.
• Establishing accounts and configuring hardware for new employees.
• Creating directories, files, and permissions based on NTFS permissions/SharePoint Sites.
• Addressing issues related to Azure Virtual Desktop.
• Offering assistance for the Microsoft 365 suite.
• Troubleshooting and offering basic user support for Azure Virtual Machine environments.
• Developing and deploying configurations using Intune.
• Managing patch updates for workstations, both internal and remote.
• Ensuring all changes to computer inventory are recorded in the asset management system.
• Meeting SLA targets for the Service Desk, including Incident, Problem & Change Management.
• Managing, updating, and supporting mobile devices through Mobile Device Management (MDM).
• Managing, updating, and supporting Apple devices.
• Collaborating with users and appropriate internal and external resources to identify potential enhancements to existing applications.
• Planning for and contributing to supervision and performance appraisal meetings.
• Actively participating in regular department and team meetings, contributing to strategic discussions and decisions beneficial to IT operations.
• Managing assets, licenses, and software.
• Ensuring compliance and security measures are upheld.
• Facilitating product procurement processes.

Essential skills and experience

• Well-versed and experienced in various IT domains, encompassing Windows 10, Office 365, Server 2019, and Exchange Online. Additional familiarity with web development or SQL would be advantageous.
• Previous exposure to managing Azure Active Directory, Group Policy, and SharePoint Permissions.
• Knowledgeable about the latest versions of MS Office, productivity software, web browsers, web applications, and groupware.
• Providing end-user support for OneDrive and SharePoint.
• Previous involvement in VPN administration and supporting remote office setups.
• Capable of thriving in high-pressure environments and collaborating effectively within small teams.
• Demonstrating outstanding customer service capabilities.
• Proficient in organizing and planning tasks to meet designated deadlines.
• Openness to travel across the UK and accommodate unsocial hours, including evenings and weekends.
• Possessing experience in service desk operations.
• Familiarity with Mobile Device Management software, including configuration, setup, and deployment of mobile devices.
• Proficiency in building workstations utilizing EndPoint Manager/Intune.
• Providing end-user support for iMac and MacBook devices.

Benefits

• Home-based working with flexible hours.
• 25 days holiday - plus additional 3 days at Christmas (and bank holidays).
• Pension (5.5% employer contribution).
• Annual performance-based salary increases.
• Employee Assistance & Wellbeing Programmes.

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