IT Service Desk Engineer

JOB SUMMARY

This position is responsible for the support of the Benchmark group users, sites, computers and related systems.

RESPONSIBILITIES

(This is not an exhaustive list of the duties to be performed. Job descriptions do not limit the tasks that an employee may reasonably be requested to perform. Changes in job descriptions may be necessary as the needs of the Organization change over time.)

•    Be the first point of contact for our end users (both onsite and remote) when in need of support, guiding them through solutions or troubleshoot to collect more information for escalation.
•    Actively receive and respond to incoming telephone calls, e-mails, office walk-ups and service desk tickets regarding issues that arise, prioritising as necessary, resolving them within agreed SLAs and escalating to the IT Service Desk Supervisor, members of the IT Operations team and the IT Service Desk Manager as appropriate following demonstrated troubleshooting.
•    Perform daily routine maintenance checks on key systems, proactively responding to any system failures, alerts and triaging to resolution.
•    Respond to the IT Service Desk Supervisor and IT Service Desk Manager by prioritising and resolving any escalated issues/requests as instructed by them.
•    Accurately document instances of hardware failure, repair, installation, and removal, contributing to knowledge sharing across the wider team.
•    Oversee installation, configuration, maintenance, and troubleshooting of end user hardware, software, and peripheral devices, including telecoms.
•    Work with third party vendors to procure services and identify issues across supported systems.
•    Ensure office space and technology is maintained, working and organised throughout.
•    Account Management - create, issue and manage/maintain corporate accounts for joiners/movers/leavers, following a fully auditable procedure.
•    Liaise with and provide education to staff on computer operation, new user training, Infrastructure Policies & Application use within the business and other relevant issues.
•    Help and support the IT team in deploying and rolling out internal software applications.
•    Maintain stock levels for hardware, consumables and software licences.
•    Maintain an inventory of all IT Assets (hardware and software) as directed by the IT Service Desk Manager, as required.
•    Ensure that client-side Endpoint protection and systems updates are active and always applied to all workstations.
•    Monitor and test PC performance and provide statistics and reports to the IT Service Desk
Manager as required.
•    Ensure that the company complies with regulatory standards and best practices. Also help
oversee IT related verifications, audits and due diligence.
•    Travel to remote sites occasionally to onboard and setup new acquisitions and joiners,
coordinate efforts and instruct users.

ESSENTIAL SKILLS OR EXPERIENCE

•    Demonstrable in-depth technical knowledge of modern client operating systems (WindowsClient OS, Windows Server), and best practice IT standards (ITIL).
•    Excellent understanding of networking principles, including TCP/IP coupled with an
understanding of Active Directory and machine builds via imaging.
•    Working knowledge of common software and cloud applications, such as Microsoft 365,
Outlook, MS Teams, Anti-Virus & Security Endpoints.
•    Working knowledge of remote management tools.
•    Administration of EntraID (AzureAD).
•    Working knowledge of scripting with PowerShell.
•    Working knowledge of ticketing systems.
•    Ability to troubleshoot user problems using own initiative in a timely and accurate fashion, and provide end user training and assistance where required.
•    Excellent interpersonal, time management and communication skills- both written and oral.
•    Customer focussed and can present ideas and concepts in user-friendly language.
•    College Diploma / GCSE / A-Level in the field of computer science or information systems or a
related discipline preferred.
•    At least 2 years in a technical desktop support role, troubleshooting and diagnosing faults in
hardware such as desktop PCs, laptops, printers, telephones and mobile devices.
•    Flexible and willing to work outside core business hours as required.

DESIRABLE SKILLS OR EXPERIENCE

•    Knowledge of creating, deploying and managing Windows 10 images and patching application in an enterprise organisation using MDT/WDS.
•    Skills implementing Windows 10 as a service (automating upgrades/patching).
•    Microsoft MTA certification(s).
•    Knowledge of ServiceNow ticketing system.
•    Knowledge of ITIL concepts and ITSM best practices.