Service Desk Engineer

• Global communication leader in the market
• Be part of providing transformational technology solutions

My client is a Shared Services company that empowers a groupe of agencies so they can focus on what they do best: Transform their customers' businesses.

• ProvideL1 &L2 on-site support (PC and Mac) including:
  • Configure, deploy, troubleshoot and support PCs and Macs.
  • Use remote solution Bomgar to apply software upgrades, system changes and amendments
  • Install, configure, and maintain hardware components as required
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of these issues and classify their level, priority and nature
  • Document procedures, standards, best practices configurations, settings, installation sequences and roll back instructions
  • Maintain computer, telephone and audio-visual equipment in the meeting rooms
  • Perform general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
  • Provide ad-hoc basic IT user training as required
  • Review open calls (Incidents and Requests) and action them in order of priority
  • Update Incidents and Requests (within the ServiceNow Service Management tool) with relevant actions to keep the users and others informed of call progress
  • Escalate issues and involve other Field Service Engineers wherever required in order to resolve issues as quickly as possible
  • Ensure that assets are correctly updated and in the correct status in Service Now
  • Liaise with other teams when required to fix technical issues

• Ensure that operational processes are adhered to including Incident Management, Request Management, Major Incident Management, and Problem Management
• Participate as required in agency integrations, technology projects and desk moves.

• General academic achievement GCSE/BTEC/A Level and/or equivalent in an IT discipline.
• Microsoft or Apple qualifications desirable but not essential
• Hands on experience with different desktop based and networking technologies
• Hands on experience with different mobile technologies (Smart phones, tablets etc)

Knowledge

• Good working knowledge of Microsoft or Apple desktop products and Operating Systems
• Working knowledge of Microsoft Office suite of products
• Is aware of compliance and regulations as a framework for IT

Skills (including technology)

• Desktop/laptop hardware technologies and common fault-finding techniques is desirable
• Efficiently manages workload and projects within set timelines and to agreed budget, achieving set objectives.

Attributes/behaviours

• Passion for IT, new technologies and a willingness to learn
• Embraces creativity, innovation and is open to new
• Ability to clearly articulate solutions and suggestions to others
• Works cooperatively and flexibly with other members of the

Adapts well to and is energised by change whilst maintaining focus on key business goals and personal objectives

- Competitive salary

- Package to be discussed

Consultant: Lara Bini Do Rosario

Vacature referentie: JN-062023-6102747