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Systems Engineer

Permanent - MTG20593 - £ Excellent
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Desktop Support Team Leader

Permanent - MTG21028 - DOE
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Working for one of the worlds largest Oil and Gas service companies you will be responsible for the day to day running of the Helpdesk. You will work closely with the Desktop Support Manager to ensure successful delivery of KPI's and an to ensure all technical queries are dealt with in a timely and efficient manner.

Responsibilities:

·Day to day focal point for all Desktop Support issues (personal, team and technical issues).
·Ensuring team complies with incident management process for ticket update and resolution according to the Service Level Agreement (SLA)
·Working with Desktop Support Manager to constantly improve service levels, manage incidents and requests, and provide timely escalation of issues
·Providing the team with assistance on more complex\technical incidents
·Developing and managing team rotation to ensure relevant site support
·Participating in Team member performance reviews
·Conducting Mid-Term performance reviews
·Working with staff to ensure they follow processes and procedures
·Collaborating with other IT departments on assigned projects and issues
·Provide weekly status report of team activities to the Desktop Support Manager
·Mentor other Desktop Support Analysts
·Assist in the implementation of ITIL best practices and SLA's for user support
·People and performance management of the Desktop Support team
·Maintain high levels of confidentiality and information security, complying with the relevant legislation and company's relevant policies and procedures

Desired Skills

·Microsoft Windows XP/Windows 7
·Operating system imaging and deployment technologies
·Microsoft Office product knowledge (2003, 2007 and ideally 2010)
·PC\Laptop\Desktop hardware\printer support
·Blackberry Enterprise Server (ideally V5)
·Altiris Service Desk
·Dell Hardware product knowledge (Latitude and Optiplex Series)
·Microsoft Server 2008
·Exchange server 2007
·Microsoft Server 2003
·Exchange server 2003
·Cisco IP Phone administration

Experience/Qualifications
·You will have a proven track record in working in Desk Top support.
·Microsoft Certified Technology Specialist - MCTS (preferred)
·Microsoft Certified IT Professional - MCITP (preferred)
·ITIL V3 Certified (preferred)

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Support Analyst

Permanent - MTG21426 - £ Excellent
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