Desktop Support Engineer II

Description

• Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests.
• Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality.
• Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones.
• Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities.
• Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues.
• Act as the first point of contact for day-to-day team queries, escalations and operational decisions.
• Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes.
• Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.

• Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests.
• Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality.
• Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones.
• Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities.
• Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues.
• Act as the first point of contact for day-to-day team queries, escalations and operational decisions.
• Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes.
• Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.

• Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests.
• Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality.
• Plan and manage team rota, shift coverage and leave scheduling to ensure continuous support coverage across all time zones.
• Chair and facilitate weekly team meetings to review workload, performance metrics, challenges and priorities.
• Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues.
• Act as the first point of contact for day-to-day team queries, escalations and operational decisions.
• Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds Track and analyse ticket trends to identify improvement opportunities and reduce overall ticket volumes.
• Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.

• Support public and private cloud environments, and a distributed IT service desk supporting a global employee base.
• Apply hands‑on knowledge of Group Policy, DNS, DHCP, Power Shell scripting and IT process automation. Troubleshoot LAN/WAN issues and coordinate with ISP vendors on service tickets.
• Manage asset inventory, return defective equipment, document customer repairs, and maintain spare parts levels.
• Familiarise internal users with basic software, hardware, and peripheral device operation.
• Take ownership of queries, issues and problems assigned to the queue and see them through to resolution.
• Develop and maintain technical knowledge across all systems within the company profile and specialise in nominated areas.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Complete regular training and process refreshes to ensure compliance with company IT policies, security standards and processes.
• Document and standardise processes to drive automation and ensure projects are delivered on time, on scope, and on budget.
• Participate in an on‑call rotation for escalated issues covering different time zones.

• 5+ Years Desktop Support Experience covering Windows and Apple mac book.
• Extensive knowledge of unified endpoint management, e.g., Kaseya, Service Now, including implementation, maintenance, and administration.
• Excellent written, verbal, & interpersonal skills with high degree of independence with proactive thinking, ownership and responsiveness.
• Knowledge of ITSM tools, e.g., Service Now.
• Able to adhere to technical standards that augment security and infrastructure architecture.
• Ability to prioritize tasks, manage interruptions, and communicate…