Job Title: 2ndLine Desktop Support Professional
Position type: Permanent, full-time
Established in 1992, Allied Worldwide Ltd is a leader in global outsourcing to a number of blue chip clients. With a presence across 5 continents, we employ more than 400 IT Professionals who provide local support onsite, and remote support via the global helpdesk.
As a fast-growing and dynamic Technology Outsourcing firm, we strive to constantly identify, attract, and secure the best skills, and most talented people available in the Technology industry.
Our customer is in the Sports and Leisure sector and fast becoming a global brand in their chosen field. With offices in Manchester and London as well as operations in USA, Australia and SE Asia, this role is crucial in maintaining service levels and ensuring all internal and external service providers are contributing to the performance.
Provide reactive 2nd line onsite desktop and application support services to end users
Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
Repair hardware and peripheral faults in conjunction with warranty providers
Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
Operate cohesively with the service desk team to maintain service levels
Escalate all critical and high priority incidents to line and senior management
Report recurring incidents to problem analyst teams and line management
Proactively contribute to service improvement initiatives
Provide technical expertise and assistance on project assignments
Behavioural skills required:
Must have very good customer facing skills and be well presented
Must have an assertive, confident, positive and a professional manner
Ability to engage and communicate effectively with colleagues and customers alike
Demonstrates independent and pro-active thinking
Highly organised with the ability to adapt to different working environment seamlessly
Builds effective relationships both within the team and across the business scope
Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
Must be able to work alone and unsupervised, taking the initiative when necessary
Has an understanding and respect for service delivery processes
Technical skills required:
Previous experience operating within a Service Desk environment and team, supporting users remotely and managing tickets through an Incident Management tool
Excellent all round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
Excellent support experience with mobile devices e.g. tablets and smartphones running iOS and Android OS
Working knowledge of current and legacy hardware platforms
Strong background in supporting full Microsoft Office suite on Windows and Mac platforms, with recent support in 2013
Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
Previous experience in the creation of technical support documentation
Enterprise support of Microsoft Office 365, desktop and Admin
Knowledge of Service Management processes e.g. ITIL
Previous experience working in a managed service environment working to defined scope and with strict SLAs
Experience in delivering Field Service support across multiple locations
Previous experience with Manage Engine product suites
Exposure to Infrastructure technologies – Server, Networks etc
An ability to clearly and evidently demonstrate a career path supported by professional development goals
Experience of ServiceNow and BMC Remedy ticketing tools
Experience & Qualifications:
Minimum 3-5 years’ experience in 1st and 2nd Line Support, at least 2 years at 2nd Line
Completed Microsoft MCITP certification in Windows 7/10
A full UK driving licence is required for this role
If you are interested in finding out more about this opportunity or other offerings within Allied Worldwide, please apply now for immediate consideration
Due to the large numbers of responses we receive, despite our best efforts it is not always possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you have not heard from us within 14 days of your application, please assume, you have been unsuccessful on this occasion.
Please feel free however, to apply to further roles and we will certainly keep your details on file and contact you with suitable vacancies.
Allied Worldwide are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.