Desktop Engineer
Job Description & How to Apply Below
Job Purpose/
The Role:
Reporting to the EUS Lead Group, the role has second line responsibility for pre-empting automation, investigating and resolving incidents, completing IMACs and requests where applicable, and project and NSR tasks assigned to the Desktop Support Team.
Your role- Second Line responsibility for resolving Incidents to SLA
- Requests/IMACs completion to SLA
- Escalations - responsibility to be below 2%, per Incident per month
- CSATs for Incidents handled to over 4.5 out of 5 per month
- Pro-active communication with the Service Desk and Level3 Teams
- Undertaking NSR Tasks to agreed timescales
- Working knowledge of Intune and Microsoft Windows 10/11 O/S
- Desktop hardware architecture – predominately desktop and laptops
- Knowledge of SCCM (MECM) and Active Directory - basic administration
- Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies
- Security - disk encryption using Bit Locker.
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