Desk side Level 2 Role (Desktop Technician)
This position assists staff with technical support of desktop PCs/Laptops, applications, and related technology, along with providing a high level of customer satisfaction. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. \\r\\n\\r\\n Must have a full UK driving licence and willing to travel.
Main Responsibilities include:
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
To provide infrastructure administration functions\\r\\n Providing on-site cover as part of a shift arrangement\\r\\n Support inline with contracted business working hours\\r\\n Provide site support in remote offices when required\\r\\n Being prepared to work out of hours when required\\r\\n Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities\\r\\n Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA s and high levels of customer service\\r\\n Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed\\r\\n End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices\\r\\n This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork \\r\\n Performs other duties as assigned
Technical Skills:

Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows 10, Office 365, Teams, Google, Service Now and other well known applications 
Administration experience of MS Active Directory users & groups, policies, and management concepts\\r\\n Effective communication by Engineer in English and local languages is mandatory

Business Skills:

Ability to interact with customers to ensure that the service is polite, efficient, and responsive service is provided\\r\\n A self-starter with ability to work on their own initiative.
To work through issues analytically to a successful conclusion.
inimumAn individual with a m of 3 years experience

(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases