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Job Title: Desktop Support Technician I

Location: Victoria, Westminster (5 days in a week from office)

Job type: 06 Months contract

Responsibilities:

Role Overview:

We are seeking a driven and technically minded Desktop Support Technician to join our global support team. You will serve as the first point of contact for employees; providing high-quality technical support via phone and chat. You will be responsible for diagnosing, triaging, and resolving a wide range of hardware and software issues. This role involves user onboarding, asset management, event and infrastructure support - ensuring our workforce remains productive and connected.

Key Responsibilities

Technical Support & Incident Management

Global Support: Provide front-line support to global customers via calls and chat, adhering to Service Management principles.

Triage & Resolution: Diagnose, assess, and triage incidents. Identify problems in computer systems and provide technical solutions with a goal of 90% First Call Resolution.

Troubleshooting: Expertly troubleshoot OS issues (BSOD, App Crashing, Performance tuning), VPN connectivity, and networking basics.

Incident Lifecycle: Take ownership of employee issues from start to finish. If escalation is required, monitor the progress of the ticket and maintain communication with the user.

Restoration: Quickly restore user laptops and applications to normal operation to minimize downtime.

Onboarding, Training & Knowledge

New Hire Setup: Facilitate the setup of workstations for new employees, ensuring all hardware and software is configured correctly.

User Training: Assist and train new and existing employees on how to utilize system software, key applications, and collaboration tools.

Documentation: Create and maintain Knowledge Base articles and process documentation. Advising users on appropriate courses of action.

Team Collaboration: Communicate call trends and technical challenges during team meetings.

Operations, Assets & Infrastructure

Asset Management: Handle vendor and asset management tasks; including stock take of IT assets and tracking inventory.

Maintenance: Perform installation, upgrades, and maintenance of software, hardware, and peripherals. Keep systems up to date with the latest security patches and upgrades.

AV & Projects: Provide ad-hoc support for meeting rooms & events as well as infrastructure and peripherals. Demonstrate the ability to take on small IT projects from start to finish.

Skills

.Qualifications and Skills

Required Experience

• 1+ year of experience in a fast-paced help desk environment.
• Demonstrated experience supporting global users in a remote/hybrid environment.

If you're excited about this role then we would like to hear from you!

Please apply with a copy of your CV and let's start the conversation!

Randstad Technologies is acting as an Employment Business in relation to this vacancy.