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Desk Side Support Staff IT Support

  • Location

    Greater London, England

  • Sector:

    Rail & Civil Infrastructure

  • Job type:


  • Salary:

    Up to £0.00 per day + rates negotiable

  • Contact:

    Lee Morley

  • Contact email:


  • Job ref:


  • Published:

    almost 3 years ago

  • Duration:

    6 months+

  • Expiry date:


  • Startdate:


  • Consultant:


Desk Side Support Staff - troubleshooting of hardware, software, and operating system problems for internal users

The IS&T Global Deployed Operations (GDO) is responsible for providing 1st, 2nd and 3rd level, desk side support, troubleshooting of hardware, software, and operating system problems for internal users. GDO has the responsibility for ensuring that personal computers, equipment and networks are functioning properly and are available for the intended uses in the London offices.

Additional responsibilities include:
  • Respond to customers' needs, questions and concerns in an accurate, effective, and timely manner.
  • Diagnose desktop problems and determine the course of recovery action.
  • Potential out of hours' support.
  • Deskside support for all users in functions, offices and projects in the UK.
  • Perform hardware Installs, Moves, Adds and Changes (IMAC).
  • Perform software adds and changes.
  • Install backup and encryption software on laptops.
  • Report details of all hardware items that have been installed and/or removed for the updating of inventory records.
  • Adhere to escalation procedures and promptly allocate unresolved requests.
  • Assure that all work processes are properly tracked and updated through the standard ticketing system.
  • Responsible for office infrastructure including: switches, routers, wireless network, patching, UPS and AV equipment.
  • Support for Mobility: iPhone/iPad support, working closely with vendors to resolve issues.
  • Support of Video Conferencing Systems ISDN and IP
  • Printer/Plotter support and maintenance and print server administration.
  • Participate in the testing and data integration of new releases or product software / programs.
  • Participate in special projects as assigned.

Position Duties/Responsibilities

Required Basic Qualifications
  • BSc in Computer Science, Information Technology, Computer Information Systems, Management Information Systems, or a related Information Technology field

Required Position Knowledge, Skills and Experience
  • Relevant experience in the field of Information Systems and Technology.
  • Basic knowledge of infrastructure systems architecture concepts, configurations, standards and Information Security policies and technologies.
  • Basic knowledge of corporate, industry and professional standards. Basic knowledge of project management concepts and tools.
  • General network experience, including understanding of TCP/IP and DNS.
  • Good knowledge of Office 365 products.

Additional Information
  • Excellent communication and customer support skills.
  • Ability to collaborate and build/maintain solid working relationships with peers internal and external to the organization.
  • Strong troubleshooting, analysis and consultative user support skills.
  • Strong communications skills, including experience in writing and reviewing technical and end-user documentation.

Preferred Knowledge, Skills and Experience
  • A+ Certification
  • Experience with Microsoft Operating systems and networking.
  • Must have excellent hands on Microsoft Windows 8, Windows 7, Office 2010/365 and hardware and software troubleshooting experience.
  • Windows MCSE Certification
  • Microsoft Windows Active Directory, including user account and security group management principles.
  • Basic Programming skills using Visual Basic Scripting (VBS) and/or PowerShell.
  • Previous experience with SERVICENOW, or similar commercial, help desk issue management software is highly desired
  • Experience with Apple Mac, Bonjour, Mac OSX and Mac Office an advantage.