Role Description
Desktop Support Engineer
UST is looking for a talented Desktop support Engineer to manage large scale infrastructure support, you will be working with one with one of our leading retail clients.
- Location Yeovil (Somerset)
- Full Time onsite
About The Role
The ideal candidate should have the ability to work creatively and analytically in a problem-solving environment, you must possess excellent written and verbal communication skills with the ability and know-how to collaborate effectively with domain experts and IT leadership team.
What You Will Be Doing
- Provide second-level technical support to clients via phone, email, or remote access tools.
- Troubleshoot and resolve IT issues promptly and professionally.
- Diagnose and solve hardware, software, and network-related issues. Escalate complex problems when needed.
- Establish and maintain strong client relationships by delivering excellent service, understanding client needs, and offering clear explanations.
- Maintain detailed records of incidents, solutions, and client interactions. Contribute to the knowledge base and best practices documentation.
- Stay updated on industry trends and emerging technologies. Share knowledge and assist in the professional development of the support team
- Work closely with other support teams, including L1 support and field service technicians, 3rd party vendors to ensure a seamless support process.
- Conduct post-resolution follow-ups to ensure client satisfaction and issue resolution.
- Assign tickets (Response SLA), resolve, and close those tickets (Resolution SLA) within the advertised timelines.
- Attend, and contribute to, meetings as required for normal business processes and service delivery / continuity.
- In the event of repeated equipment failure, coordinate with the problem management team or equipment manufacturers to determine root cause, and appropriate fix.
- Qualifications:
- Strong communication and customer service skills.
- Proficiency in diagnosing and resolving IT issues
- Minimum of 2+ years’ experience in similar role.
- Flexible to work in different shifts.
- Ticketing tools like ServiceNow
- .
Skills
Remote Troubleshooting,o365 admin,Microsoft Azure
