Deskside Support Engineer

at  Link Group

OVERVIEW

You will be based at our City Centre office in Leeds on a full time basis as a Deskside Support Engineer , providing colleagues with hardware, software, and infrastructure support.
You will work closely with other IT support teams to provide effective second-line desktop, server, and network support to ensure the timely and efficient resolution of incidents and service requests.
In addition, you will provide user training and will support the Project Management Office as a technical resource.

• As part of a team, managing support tickets logged in the ITSM tool according to defined key performance indicators to enable effective service management
• Ensuring assigned support tickets are regularly updated with detailed information to keep users and other IT support teams informed
• Maintaining technical documentation in the knowledge management database
• Driving service improvement by developing processes, and procedural documentation
• Proactively supporting major incident management activity to return impacted systems to service as quickly as possible
• Proactively supporting problem management investigations to identify root cause of incidents and fixes
• Supporting disaster recovery management activity
• Managing relationships with users and colleagues in other IT support teams
• Engaging with the Service Delivery Team and third-party service providers