DSE L2 Support

Dabster Systems ,
Basingstoke, Hampshire
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Overview

Job Description

Main Responsibilities include: * Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management * Design and update run-books * Monitor progress to make sure client deliverables are delivered on time and reported to head of field services * Monitor stakeholder expectations and take corrective action to address gaps * Should be able to multitask and have the ability to handle multiple customers simultaneously * Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets * To provide infrastructure administration functions * Providing on-site cover as part of a shift arrangement * Being prepared to work out of hours when required and to provide out of hours on-call support cover as required * Backing up and restoring settings and associated systems administration activities * Oversee issues through to resolution on all appropriate requests * Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution * Performs other duties as assigned Technical Skills: * Knowledge of integrating ITSM solutions for automatic ticket creation and site services support * Strong technical skills in handling user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office * Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment * Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives * Administration experience of MS Active Directory users & groups, policies and management concepts * Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information Business Skills: * Experience of Deskside Level 2 troubleshooting * Preferred if have experience in leading teams of 4-8 deskside engineers * Ability to interact with customers to ensure that the service is efficient and responsive * Provide SME support analytically to a successful conclusion * Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture * A self-starter with ability to work on their own initiative Qualification and Experience: * Diploma or Engineering degree along with MSCE or CNE qualification * PMP/ Prince2/ ITIL carries an edge * Minimum 5-10 years related field experience in End User support including VIP support * Installation and configuration - Desktop / laptop/ Printer/ Server/ Networks etc. * Substantial experience Desktop, Workstations, Notebooks and Printers management * Certified Windows Administration * Supporting Windows core technologies * Collaboration experience including remote control of PCs and video conferencing knowledge * Deliverables to include ensuring the proper levels of run and maintain support * Strong Microsoft Office skills (Outlook, Word, and Excel) * Thorough understanding of Outlook's calendaring tool * Understanding of Exchange functional accounts and how they are used within Microsoft technologies * Strong customer handling skills * Strong written and verbal communication skills (English language) * Must be detail oriented and self-motivating * Experience of managing and leading a geographically and culturally diverse team * Background security check is mandatory Working Relationships * Maintain inter-department relationships to resolve client issues * Effectively communicate with extended service providers and IT infrastructure groups * Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams Competencies * Adaptability * Analysis * Customer Service Orientation * Functional Job Knowledge * Initiative * Judgment/Decisiveness * Managing Stress * Negotiation * Oral Communication * Persuasiveness/Influence * Planning and Organizing * Root Cause Analysis * Teamwork Orientation * Technical and Professional Competence * Work Standards * Technical and process support documentation * ITSM * ITIL * Pro active

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