Desktop Support Specialist
20 hours ago
City of London
Desktop Support / L2 Engineer. The responsibilities • Provide day-to-day operational support for the end-user-computing estate., • To provide desktop and end-user support, • Take ownership, and be a central point of contact, for any desktop support issues reported by users, ensuring professional and regular communication is provided., • Diagnose and resolve system issues across a range of both internally developed and vendor supplied applications in support of the Insurance business., • Follow-up on fixes for escalated issues., • Define and implement team processes to handle all support activities including the provision of up-to-date documentation., • Collaborate with other teams to plan, test, and deliver enhanced end user experience. Essential experience • ___., • Relevant experience delivering desktop and end-user support within insurance environment., • Consistently always model the highest level of excellent customer service and professionalism., • Excellent communication and interpersonal skills., • Establish and maintain a positive professional relationship with end users and., • Demonstrable knowledge of networking, and applications from a desktop support perspective., • Ability to build and maintain effective relationships with customers at all levels and explain technical solutions to non-technical audiences, inclusive of understanding/empathizing with customers while remaining committed to providing quality service with positive end user experience., • Experience diagnosing and remediating system issues in a Windows 11 environment., • Experience with device provisioning using Autopilot process., • Knowledge of Intune within a managed services model., • Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office O365, Citrix, VPN, Mobile Device Management., • Experience/working knowledge of ITSM tools (ServiceNow), • Meeting room and Printer support. Desirable experience • Experience diagnosing and remediating system issues in a Windows 11 environment., • Basic troubleshooting skill of Virtual Desktop, SysTrack, and Microsoft Endpoint Manager)., • Relevant Microsoft 365 certification(s). Role Responsibilities: • Provide L2 Desktop Support in within a global service desk fast-paced pressured environment., • Provide onsite white glove support for VIP end users, visitors with prompt incidents, and service requests., • Configure, troubleshoot, and resolve all end user Laptop issues including hardware, software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals., • Deployment, installation/ troubleshoot application issues., • Managing incidents and service requests through service now., • Solve issues with Citrix Workspaces, VDI, and Office 365, • Responsible for computer hardware builds with Autopilot process., • Maintaining hardware asset inventory, • Provide meeting room support, with Teams, Webex, and Zoom Conferencing platforms., • Maintain documentation and enforce secure system policies., • Imaging of Laptops with Autopilot build process., • Printer checks and support. Key skills: • Ambitious and readiness to learn., • Ability to work on their own and solve problems by themselves., • Work well under minimal supervision, • Can work in high pressure environments to find solutions., • Degree in Computer Engineering, Computer Science or related field/technical experience., • Basic knowledge in automating for Windows platforms., • Experienced in supporting mobile devices on MDM platforms: iPhones/iPads/Androids., • Knowledge of networking (TCP/IP), • Experienced with supporting users remotely by troubleshooting VPN connections., • Microsoft Multi-factor Authentication