Desktop Support Engineer
Atalian Servest
Edinburgh, GB
1d ago

Duties will include

  • Working closely with your peers to ensure that all tickets assigned to the desktop support team are resolved within their SLA and with quality and customer service in mind.
  • Comfortable ordering pre-imaged IT kit as well as using SCCM to a re-image kit to fulfil orders.
  • Visiting colleagues at their desks to fix issues which have not been able to be resolved at 1st line or remotely, providing IT service excellence along the way!
  • Managing stock orders and keeping our colleagues updated to ensure their expectations are managed throughout the lifecycle of their request.
  • Working with the Service Desk Manager and Senior Desktop Support Engineer to suggest new ways of working which are efficient and supports driving service excellence.
  • Demonstrates proactivity within the role to reduce the impact on the team and to drive Service Improvements.
  • Alignment of ways of working and processes to the wider Atalian Servest UK IT team to ensure consistency in our service provision.
  • Working closely with Service Desk to upskill and transfer knowledge to both improve 1st-time fix rate but also customer satisfaction.
  • Creation of knowledge articles to support the wider team effort and documentation which can be used to support our colleagues self-serve.
  • Support the drive to align processes between Atalian Servest and recently acquired businesses.
  • The successful candidate

  • Experience working as a Desktop Support Engineer already or as a Senior Service Desk Engineer looking for your next move.
  • Proven experience resolving desktop related issues and providing deskside visits.
  • Workload management to ensure SLA commitments are maintained.
  • Microsoft SCCM skills to image machines with basic troubleshooting experience.
  • Microsoft O365 administration at a basic level
  • Some server experience (physical) and desirable (virtual), preferably with Hyper V and VMware.
  • Customer service skills and experience managing expectations.
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