Senior Engineer, Infrastructure & Cloud, Engineering

This role falls within the EUC EMEA Region (based in London) reporting to the EMEA Regional Manager, Infrastructure, Cloud and Engineering - and part of the Global End User Engineering Team. The role is focused on proactively supporting desktop services for local London office staff plus supporting staff located in other EMEA office locations (Bucharest).

Responsibilities will comprise of BAU live service and Project work and Change requests.

The Scope of Work for Supplier is to provide one resource, based in London Paternoster Square office who will be responsible for:

• Responding promptly to incidents and service requests via ticket system, mail or phone
• Take ownership of tickets within the Desktop team, troubleshoot issue or service request through to completion
• Ensuring all tickets are updated to the correct standard and that the customer’s expectations have been set accordingly
• Resolving all desktop related incidents and requests within the defined SLAs of the group
• Awareness of the organisation structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management
• Identifying and implementing service improvements, to remove single points of failure and to provide a more efficient, robust system and support process
• Interaction with the Global Service Desk to increase 1st time fix rate and reduce level of quick fix calls to desktop support
• Setup new Starters and support of all onsite hardware.
• Lexmark printer support
• Asset management
• Technical Project management

Minimum Requirements:

Minimum 4 years L2 desktop Support experience required

Strong knowledge and troubleshooting skills across a wide range of corporate technologies

Service driven, customer focused, enjoys resolving problems and user interaction

Professional work ethic, able to take on responsibility and meet targets

Process and documentation driven

Seeks input from colleagues, actively listens to their contribution; checks understanding

Attention to detail, seeks to help and co-operate with customers in order to develop productive, professional relationships with Customers (internal/external).

Resolve day to day issues that fall under Desktop Services remit – including equipment procurement and provision, client escalation and local resolution

Tenacious and delivery focused in approach. Continually seeks to make the area in which they work more efficient and effective

Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals.