Deskside Support Engineer

Title: Deskside Support Engineer
Reports to: IT Service Delivery Manager UK and Ireland
Department: EMEA Technology Solutions
Location: London
To provide a professional on-site Second Line Deskside IT support service for the UK and Ireland offices. Responsibilities will include support of Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching and application support for core applications. To action incidents and requests escalated from first line support, in support of Colliers business requirements and to agreed support hours Monday to Friday.
This should be in line with internal incident, change, configuration and project management processes to agreed Service Level Targets. The role is based in the London office and provides onsite support to all UK and Ireland offices. Travel to other Colliers offices as necessary in line with business requirements. All activity is logged and managed through the Service Management platform ServiceNow.
Key responsibilities
Incident / Request Management
Provide support for all incidents and service requests for all IT systems/services
Providing support in person, over the phone and using MS Teams
Ensure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA)
Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level targets and communicate the status via regular updates to the incident ticket and where necessary to Incident Management
End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution
Follow the escalation process to ensure a consistent and professional IT support service is offered
Manage all user administration tasks such as joiners, leavers and changes
Customer Engagement
Attend and Deliver Tech Expert events as and when requested
Provide proactive onsite training, i.e. technology events, tips of the week etc.
Provide support for client meetings and AV setup
New Joiner onboarding
General Operations Management
Support of Desktop PC’s, Laptops and local hardware devices
Management/Support of remote working
iPhones, iPads, Windows, and Android Phone support
Manage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure team
Hardware Procurement
Change and Configuration Management
Follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages.
Work on assigned tasks associated with the Change process
To manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.
Project Management
Involved in project management process from inception through to transition to "business as usual" as the point of contact for Service Delivery team, as directed by line manager
Participate as a project resource as and when required to provide Desktop support and where required deliver the solution within agreed timescales
Ensure participation in project activity is approved.
Soft Skills:
Analytical problem-solving skills to follow an incident or problem through to resolution
Excellent Customer service skills
Experience of working in an ITIL environment preferred but not essential
Use initiative with a positive and can-do attitude
Identify business impacting incidents and escalate according via the escalation process
Ability to communicate effectively with a confident telephone manner
Excellent attention to detail and in all written communication
Tactful and diplomatic when dealing with pressurised situations
Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
Ability to work effectively alone and within your team/group or project, under the appropriate supervision
Maintain good working relationships with all members of IT
Professional appearance and attitude at all times
Flexible approach to role including travel where required
Highly motivated, willing to continually update knowledge and skill set
Ability to liaise and communicate with all levels within IT and across the business
Technical Skills:
ServiceNOW
Microsoft Office 365
Microsoft Teams
Microsoft Windows 11
Microsoft Active Directory administration
Exchange administration
Microsoft Office administration
Microsoft Teams administration
Microsoft 2 factor authentication
Azure\Entra administrations
Knowledge of Sharepoint
Knowledge of ADSL and Wi-Fi technologies
Knowledge of Apple and Windows Mobile devices
Knowledge of networking concepts
Citrix
Printing
SCCM
Knowledge of remote working solutions such as Broadband, 4G\5G and VPN's (virtual private network)
Knowledge of building PC's and troubleshooting hardware\software issues
Documentation skills:
Knowledge Article Creation
Deliverables and Measureables
Provide a professional, approachable and technical IT support service to the company
Ownership of all incidents and service requests managed by 2nd line
85% of incidents resolved within OLA
90% of incidents resolved within SLA
90% of incidents responded to with OLA
Feedback from team members and customer satisfaction questionnaires
Regular performance and development review

Employment type
Full-time

Work arrangement
No