IT Customer Support Technician - Deskside Support

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The Deskside Support Engineer function is responsible for providing high-quality, hands‑on IT support to users, resolving incidents and service requests face‑to‑face. The role requires strong technical capability, excellent customer service, and clear ownership of issues through to resolution. The role requires the support of end‑user devices, applications, peripherals, meeting room technology, and workplace IT services, while working closely with the wider Service Desk and Technical Teams.

• Provide face‑to‑face technical support for end users.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Support Windows and macOS devices within the corporate environment.
• Troubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other peripherals.
• Support mobile devices including iPhones and corporate applications.
• Provide support for Microsoft 365 applications including Outlook, Teams, One Drive, and Office applications.
• Assist users with authentication, MFA, password and account‑related issues.
• Support printing, network connectivity, VPN and shared resource access.
• Provide support for meeting rooms, screens and audio‑visual equipment.
• Build, configure and deploy laptops and other end‑user devices.

• Support new starter, mover, and leaver activity.
• Carry out device replacements, refreshes, and hardware swaps.
• Diagnose hardware faults and coordinate repairs where required.
• Maintain accurate asset, and device information.
• Support stock control for laptops, accessories, and peripheral equipment.
• Take ownership of incidents and service requests from initial contact through to resolution.

• Ensure tickets are accurately categorised, updated and progressed within agreed SLA targets.
• Provide clear and regular communication to users throughout the lifecycle of a ticket.
• Escalate issues appropriately when additional technical expertise is required.
• Identify recurring issues and highlight potential service improvements.
• Maintain accurate resolution notes and technical documentation.
• Deliver a professional and approachable onsite IT support service.

• Provide clear explanations to users without unnecessary technical jargon.
• Take ownership of issues and avoid unnecessary hand‑offs.
• Provide additional support to VIP and senior users where required.
• Manage user expectations and communicate delays or dependencies clearly.
• Support a positive and collaborative…