Senior Desktop Support Engineer

at  DXC Technology

DETAILED JOB DESCRIPTION

• Manage day to day operations. Ensure relevant SM7 and Service Now queues are monitored and responded to within OLA’s and SLA’s. Assign ad hoc tasks and requests on a daily basis. Ensure weekly/monthly tasks i.e. audits are carried out.
• Dealing with escalations and aged calls.
• Development of individuals by following Personal Development process of goal setting, reviews and assessment
• Running MPS BAU and bring on new printers and plotters and making sure the team are able to support this.
• Managing remote sites and help deliver new remote deployments and also organise visit for fault and replacement.
• Getting calls logged and booking onsite visit from external IT vendors to fix IT equipment.
• Engage with and support meetings: weekly one to ones, team meetings, scoping meetings and project go/no go meetings
• Work with customers & Servic Line lead in order to solve complex issues.
• Completing mitigations for failed SLA’s
• Document processes, update the Site Management Guide and maintain SharePoint. Highlight changes to processes or errors to the process owners
• Support DXC Dashboard improvement plans and support our Continuous Service Improvement program.
• Bring projects into business as usual support, and bring ideas and innovation to our service
• Produce weekly team summary highlighting successes and risks and any plaudits which have been received
• Hierarchical point of contact for escalations, and assignment of technical escalations to relevant resolver groups where required
• Drive improvements and promote cultural change to ensure a flexible working culture.
• Be politically savvy and understand the stresses and priorities of our customer and our own support teams.
• Be hands on where required to support the Back Office Teams with any increase in demand or resource backfill requirements.
• Work out of core hours to meet customer requirements as overtime.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Previous experience of managing Teams of up to 10
• Strong and confident presentation skills
• Professional verbal and written communication skills
• Ability to foster creativity, individual contribution and team collaboration
• Strong knowledge of End user Workspace support models and best practices
• Hardware break/fix support of HP and Lenovo desktops and laptops
• Software break/fix support for Windows XP, Windows 7 and Office 2003, 2010 and 2013
• Working knowledge of Networking
• Working knowledge of PC and peripheral hardware

DESIRABLE SKILLS AND QUALIFICATIONS

• ITIL Foundation
• The candidate should have, or be willing to undergo, DV clearance and be willing to work on a nuclear licensed site
• Active Directory Skills – All administration functions
• SCCM Knowledge and application
• Awareness of Encryption Products and protocol
• Knowledge of MOD security classifications and guidelines
  Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

We are looking for a customer-focused and enthusiastic Team Leader for the Desktop support and Managed printer services team, with a genuine interest in solving peoples IT and logistical issues. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT Support teams.
The successful candidate will be responsible in supporting strategic change to the service model, capable of blending BAU support with short term projects and ad-hoc requests.
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Day to day tasks include ensuring the team has the right calibre of people, that those people are aware of their responsibilities and what good results look like. Coach individuals and facilitate training plans to ensure the team have the relevant skillset and be a credible communicator with the customer at all levels.
The individual will work under a Service Line lead responsible for all End User services & work closely with another Team lead to cover , cross pollinate and adjust resource from each other areas to best fit busy periods with demand & workload in each area.
Be onsite 100% of the time over a 9 day working fortnight (every other Friday off)