Service Desk Field engineer

Ealing Permanent £30,000 - £35,000
  • ITIL, Windows 10, Office 365, Citrix, VMWare
  • Field Engineer

About Our Client

  • Work for a major player in West London Housing Sector

  • Provide vital 2nd Line Field Engineer Support in a Technologically Modern Organisation

Job Description

  • Visiting remote schemes troubleshooting and resolving user queries and equipment failures.
  • Advising users on the best use of the IT equipment and systems.
  • Installing new equipment and assisting with scheme office moves.
  • Creating, updating and owning scheme IT documentation on SharePoint.
  • Assist 1st Line Service Desk Team Leader and Analysts with the logging, resolving, escalations and monitoring of incidents and queries as required.
  • Manage escalations from the 1st line Service Desk Analysts to ensure timely and effective resolution of issues.
  • Prioritise and schedule incidents. Escalate incident (when required) to the third line team.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Liaise with external support companies (resolver groups) to ensure the prompt resolution of incidents in line with agreed SLA's to minimise disruption to service.
  • Carry out daily monitoring and operational support functions to maintain the capacity and availability of the IT Infrastructure (such as backups and server checks).
  • Document both user and technical procedures and instructions to guarantee consistence of service, including in a disaster recovery situation, within the Service Delivery team.
  • Review IT Service Desk processes and to identify and support the implementation of service improvements.
  • Ensure the effective tracking and use of IT hardware and software assets in line with agreed procedures.
  • Reinforce SLAs to manage end-user expectations.
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • Support continual service improvement through the effective alert management and identification of emerging trends in incidents.
  • Perform administrative duties such as setting up new login accounts, ordering new equipment, ordering new software, etc.
  • Assist in software releases, rollouts and communication.

The Successful Applicant

  • Ability to build strong relationships with users based in multiple offices.
  • Must have own motor vehicle and full UK driving license
  • You will be totally committed to delivering excellent customer experience - being easy, reliable and empathetic in the way you deal with customers, and colleagues.
  • Exceptional interpersonal skills, with a focus on relationship building and delivering excellent customer service.
  • Ability to influence at both a peer and senior level within the business.
  • Highly computer literate with excellent communication and interpersonal skills.
  • Demonstrable Service Desk support experience working with and for customers in order to resolve their IT needs.
  • Fault diagnosis and troubleshooting skills.
  • Ability to analyse issues, potential impacts and risks to the business, and to prioritise workloads and resolve/escalate accordingly.
  • Aptitude and willingness to rapidly learn new technologies.

What's on Offer

A fantastic permanent position with a fantastic organisation where you have the opportunity to build your career.

  • A great exposure to working within IT in the housing industry
  • A generous salary of up to £35,000
Kishan Manek
Quote job ref
Phone number
+44 207 269 2251

Job summary

Contract type
Consultant name
Kishan Manek
Consultant phone
+44 207 269 2251
Job reference