Desktop Support Engineer

• Able to work in different West Midlands (Gaydon, Wolverhampton, Whitley, CB) Sites in UK.
• Able to work 24*5 at site, would also require working on Bank Holidays at sometimes
• EUS onsite support (Mon–Fri, 8am–4pm UK) to assist with the app experience rollout
• Support for Frontline workers for technical issues phased during application setup on Mobile device
• App download and authentication as per Documentation shared by programme
• Registration of device as MFA (Multi factor authentication) (Biometrics)
• Resolution of authentication issues such as password resets, account unlocking and raise ticket where it needs to be looked after by another team (Security/Office 365)
• Application and access issues related to My time based on documentation shared with EUS team by Programme
• Troubleshoot and Raising of IT tickets if unable to resolve by existing EUS team.
• Feedback queries and issues through hyper care queue for resolution and management
• Provide support to wider programme team to update knowledge articles with common queries experienced and resolution
• Manage, respond to and resolve all End User and related incidents and problems
• Installation, configuration and management of End User Devices and Applications
• Responding to and containing IT Security threats and major incidents related to End User Devices and Applications
• Liaising with 3rd party Vendors like HP or Dell to resolve the issues
• Reduction in repeat incidents through effective Problem Management (Root Cause Analysis)
• You are also required to work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to make sure that the projects are delivered in-time and as per expectations
• Maintaining agreed SLA levels and assuring Quality of delivery at all times

…