Deskside Support Engineer- Cambridge

Cerco IT ,
Gloucester, Gloucestershire
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Overview

Tech Bar Support To serve on the customer-facing team acting as the main connection between the Guest and the various processes, tools and groups of IT. • Ability to work in a customer oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace. • Act as the primary contact for our Guests as the “face of IT” and shapes the lasting impressions of our Guests. • Serve as the point of contact for our Guests • Greet the Guest in a warm and professional manner • Provide accurate and courteous responses to all Guests • Analyze the Guest’s needs and quickly identify if the issue can be resolved quickly at the Tech bar with the Guest (15min target resolution time). • Find and complete resolution in a timely manner, articulate the issue and steps being taken and involve the Guest in the resolution steps • Assess, communicate the next steps (if any), and consult on the estimated timeline for resolution • Present the Guest with accommodation options for issues that will take more than 15 minutes. • Endeavour to record the Guest interaction in ServiceNow, whilst the Guest is present. Else, within 30 minutes of the Guest leaving the Tech Bar. • The desire to achieve and maintain the highest level of customer experience at all times. • Ability to effectively communicate in English. • Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote control methods. • Proven desktop support knowledge and expertise specifically for Windows 7 and Windows 10 operating systems and Lenovo desktop and laptop hardware. • Prior customer facing tech bar or IT Training experience, such as assisting customers with new applications • Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook connected to a large Exchange infrastructure and MS Office O365. • Experience in the use of cloud based storage solutions such as MS OneDrive and Box. • Knowledge of client antivirus software within an enterprise environment. • Aware of the importance of asset management and their role in updating asset inventory details. • Knowledge and experience of ServiceNow is desirable. • knowledge and expertise in supporting Apple Mac OS and iOS software along with experience in setting up and deploying mobile devices is desirable. This job was originally posted as www.totaljobs.com/job/89852260

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