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Deskside Engineer
Apolis
🇨🇴 Colombia
Hybrid
3 months ago
$11,254 / year
- ServiceNow
- Microsoft Windows
- Active Directory
- SCCM
- Group Policy
- Windows
- Mac
- iOS
- Microsoft Office Applications
- Outlook
- MS Office
- OneDrive
3 months ago
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Deskside Engineer
As a Deskside Engineer you will be the face of IT to the customer, typically located in an open office area. As well as resolving IT issues you will be responsible assisting with IT related queries such as ‘How Do I’ type questions and loaning peripherals. This role is key to ensure an excellent customer contact experience through IT. It is essential that you deliver a great customer experience through engagement with the customer and a sound technical knowledge which offers prompt issue resolution.
This position sits within the Enterprise Technology Services function (ETS), providing IT Services for the entire organisation.
The ETS function embraces: - Customer Service Effectiveness: - which ensures the ‘effective delivery’ of ETS to our global customers, including the Global Onsite service.
- Service Excellence: Accountable for many aspects of IT service across the account including the Global deskside support service.
- Site IT: Responsible for the user experience of end user IT services in specific locations
You will undertake the day-to-day front-of-house activities for Onsite Services. In addition, the management of any IT equipment for Joiners, Movers and Leavers, and other key processes that contribute to the overall customer experience of our IT services.
General Responsibilities/Accountabilities:- Demonstrate excellent customer service skills and a desire to support end users face to face.
- Take ownership of IT issues and work to resolve or assign to the correct support group.
- Perform 1 st & 2 nd deskside support to the customer’s client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team.
- Support IT Tech bars and drop-in clinics as well as assisting with floor walks when required.
- Perform IMAC activities at the deskside
- Update asset management tool in line with documented procedures.
- Manage all assets within their control.
- Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets for all assistance provided.
- Escalate issues in line with Company processes to ensure customer demands are met.
- Act in accordance with Company and Customer Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
- Ensure Department/Contract meets SLA performance targets.
- Maintain and improve customer satisfaction levels.
- Understand and adhere to Company and Customer policies and procedures.
- Complete all required Customer training to adhere to compliance and regulatory requirements and to understand Customer processes.
- Keep skills up to date with IT industry standards as appropriate to the role/Contract
- Utilise the knowledge database available, identifying gaps or the need for improvements.
- Exhibit routine administrative skills and good literacy and numeracy skills.
- Act as a team player demonstrating good interpersonal skills.
- Demonstrates awareness of health and safety at work.
Specific Knowledge/Skills:- The desire to always achieve and maintain the highest level of customer experience.
- Excellent communication skills to work with IT support group and keep customers informed.
- Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote-control methods.
- Proven desktop support knowledge and expertise specifically for Windows 7 and Windows 10 operating systems and Lenovo desktop and laptop hardware.
- Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable.
- Experience in setting up and deploying mobile devices is desirable.
- Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook connected to a large Exchange infrastructure and MS Office 365.
- Experience in the use of cloud-based storage solutions such as MS OneDrive.
- Knowledge of client antivirus software within an enterprise environment.
- Aware of the importance of asset management and their role in updating asset inventory details.
- Knowledge and experience of ServiceNow is desirable.
- Ability to work in a customer-oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace.
Deskside Engineer · Apolis