Desktop Support Specialist

Job Description

Contract:

Full-time, permanent
Team: IT Desktop Support – MTSCo
Office

Location:

Sheffield, UK (on‑site)

The Desktop Support role is to provide a high level of local IT support within the office. Working in a team environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

This is a great opportunity for a positive and proactive individual in IT support that is looking to progress into their next role, or for an existing Desktop Support Specialist seeking a new and exciting challenge in a fast-moving part of the business.

• Act as an escalation point and initial contact for customer support requests pertaining to the firm’s hardware.
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firm’s applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications.
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Queue monitoring to identify possible issue trends based on submitted tickets.
• Effectively diagnose and research escalated tickets to determine appropriate action.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
• Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems.
• Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies.
• Assist with mobile device set‑up, review, maintenance and troubleshooting.
• Ability to support video, audio and web conferencing through PC and VC units.

• Relevant experience within a support role, ideally within a professional services environment.
• Able to demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool.
• Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment.
• Experience using VPN client and Citrix client.
• Experience of Mobile Device Management solutions.
• Strong knowledge and experience of supporting Windows OS, Mac, MS Office 16 / 365, Acrobat X, IE 11, Chrome and other browsers.
• Experience of dealing directly with clients and providing excellent customer support.

• Ability to communicate confidently with people at all levels in the Firm.
• Ability to remain calm under pressure and in the face of provocation.
• Ability and desire to learn new systems and processes.
• Able to work as part of a team as well as independently.
• Understanding of and enthusiasm for PC technology.

• Competitive Salary:
  We offer salaries that reflect your skills and experience.
• Health and Wellness: A comprehensive employee assistance programme, gym discounts, medical insurance, Headspace membership and wellbeing platforms.
• Lifestyle and Savings:
  Discount platforms, cycle to work scheme, electric car lease scheme, season ticket loans and family support resources.
• Protection and Security:
  Life assurance, group income protection and a workplace pension scheme including a 5% employer contribution.
• Time Away from Work: 25 days annual leave, + bank holidays and 3 personal leave days. Enhanced family leave policies, volunteering days and birthday leave.
• Professional Development:
  Access to our e-learning platform, mentoring schemes and training bursaries (where applicable).

Fragomen is committed to promoting equal opportunities for all employees and…