Job Description
85%
Essential Technical Criteria
Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
Performs analysing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems
Performs analysing, diagnosing, installation, and resolution of remote access technologies and associated problems
Performs analysing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs
Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
Works independently with little to no direct supervision in analysis and implementation of desktop solutions to fulfil business unit requirements
Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products
Responsible for partnering with the business units they support to understand the business impact of support issues
Responsible for the analysis and implementation of desktop solutions to fulfil business unit requirements
Responsible for the analysis and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition
Responsible for project analysis, coordination and planning for all technical components of desktop related projects
Coordinates schedules and technical work order instructions to contracted labour for installations, moves, adds and changes within the desktop computing environment
Able to travel between UK sites supporting customers
Demonstrates creativity and initiative in problem solving.
10% Complex Technical Documentation/Administrative Tasks
Technical documentation of hardware/software additions or changes
Updates of inventory additions and changes to the inventory database
Updates and closures of trouble tickets and service requests
Timely labour hour input for billing and management.
5% Training requirements.
Keeps up to date advanced technical skills and knowledge of vendor offerings
All other duties and compliance as assigned.
Job Requirements
Required Qualifications:
2+ years of progressive experience in the desktop environment
Advanced knowledge and understanding of Windows desktop operating systems
Understanding of Windows Serve