Responsible for providing an on-site support presence to colleagues based at, or visiting, Head Office and offering remote assistance to colleagues outside of Head Office. To tackle IT issues – PCs, laptops, software, mobile phones and desk telephony - by working individually or with fellow IS colleagues, Service Desks, external suppliers, external engineering supplier and procurement. Providing documentation where necessary for new services that may be introduced. There may be occasional travel to other sites and off-site storage as required.
Essential Job Duties
Providing end-user support at Head Office to deliver an efficient service to the ESD business, including order placement and tracking of compute and telephony products.
Providing remote 2nd tier assistance to ESD colleagues across the businesses – these may be colleagues in other ESD sites, mobile or home workers.
Provide assistance to external engineering support organisation advising on best practice, resolving issues and security advisories.
Working and advising internal departments such as Procurement, Finance, as well as external suppliers, to ensure correct equipment is ordered and tracked.
Maintain a capability in Accessible Technology to ensure disabled colleagues can work effectively with IT equipment and applications.
Education and Experience Requirements
Excellent knowledge of PCs, and laptops and their architecture
Experience with image deployment, WDS
Experience in supporting office based and mobile colleagues
Experienced in the support of ESD’s core infrastructure applications – Windows 10, MS Office 2010-O365, Google and WWW
Knowledge of PGP and Bit Locker Encryption software
Wireless Distribution Systems
Windows Remote Assistance