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2nd Line Desktop Support Technician

Capita
Job LocationWhite City
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Become a Desktop Support Technician with Capita Technology Solutions in Central London:An excellent opportunity for a Desktop Support Technician to join our team to provide on-site / deskside 2nd / 3rd line operating system and software support for various devices including desktops, laptops, thin clients tablets, printers, AV devices as well as Mobile phones. In addition to on-site support you will provide remote assistance to clients working away from site and coordinate with other resolving teams to bring about resolutions within SLAs.Note: Were supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. Were currently recruiting for essential roles, which will help our clients deliver vital services for people and businesses at this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.Its important to note that most of our sites are now closed and employees are working remotely where they can. Where offices are required to stay open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.The welfare of our people is of paramount importance to us, and were doing everything we can to keep our employees and customers safe during this time.What you will do:

  • Investigate and resolve complex incidents / problems, working with the customer, other teams and vendors where necessary in line with priority/business impact, ensuring SLAs are met.
  • Build and maintain excellent customer relationships with all clients and effectively manage challenging situations.
  • Analyse incident trends to be able to provide proactive support to improve performance and service to clients.
  • Ensure accurate and detailed event recording in incident handling system.
  • Ensuring adherence to and maintenance of defined policies and procedures.
  • Maintaining and producing documentation for support procedures.
  • Liaise with third party software/hardware suppliers or maintenance suppliers where necessary.
  • Provide technical input to internal project teams.
    • About you:
  • Proven 2nd desktop support experience including onsite face to face experience
  • Experienced in using, supporting and providing general advice and guidance on Microsoft Office 365 suite of applications including both SharePoint & Teams
  • Experience of mobile device management, mobile application management, and PC management (such as; Microsoft Intune, Mobile, etc)
  • Active Directory administration (Users and Computers)
  • Good Windows skills
  • Knowledge of software deployment tools (such as; MS AD Group Policy, MS SCCM & Ivanti LANDesk)
  • Good working knowledge and support of wireless technologies
  • Support of meeting room facilities, including interactive whiteboards (MS Surface Hub) and integrated room booking software (ideally Condeco)
  • Anti-Virus, Patch Management and Hard Drive encryption management (McAfee, MS BitLocker, Ivanti LANDesk)
  • Ideally know-how on support and configuring of Smartphone and Tablet devices (primarily Apple, Windows and Android)
  • Hardware support for desktops, laptops, tablets, AV devices, smart phones and printers.
  • Flair for problem solving and diagnosing technical issues on the spot
  • Friendly and able to retain composure, patience and focus while troubleshooting
  • Able to explain technical terminology and impart knowledge to customers and colleagues
  • Aptitude for acquiring skills and knowledge, with an eagerness to learn new things
  • Consistent provider of excellent customer service.
  • Ability to communicate clearly and effectively at all levels.
  • Ability to liaise effectively with other support teams and 3rd parties to bring about solutions to problems collaboratively.
  • A team player who enjoys sharing knowledge with colleagues.
  • Ability to produce high quality written documentation.
  • Ability to prioritise tasks.
  • Effective problem resolution skills.
  • Ability to achieve targets as agreed by your manager.
  • Willingness to provide out of hours support for office moves.
    • About Capita Technology SolutionsCapita Technology Solutions are a division of Capita plc, delivering a portfolio of IT infrastructure and network solutions covering everything from strategic and technical consulting, through to full outsourced solutions. Were currently one of the top five providers in the industry, and a market leader within the UK public sector with the number one market share in local government, education and health. We need your technical know-how to support us in offering our exceptional, scalable range of capabilities.Whats in it for you
  • A competitive basic salary
  • 23 days holiday (rising to 25 after 2 years and to 27 after 5 years)
  • Pension, medical and life assurance, holiday buy and plenty more
    • Dont underestimate the fact that youll also be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endlessWhat we hope you will do nextHelp us find out more about you by completing our short application process - click apply now

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