Desktop Support Engineer

Desktop Support Engineer Full Time, Permanent Monday to Friday, 35 hours per week Salary up to £24,000, depending on experience Who are tes? TES Global is a fast-growing and digital education company committed to supporting teaching and learning. TES Global has been supporting our educators worldwide for over 100 years. Our mission to help improve performance and standards in education by both supporting the world’s teachers with a portfolio of tailored digital services and by providing the world’s most respected higher education data and analysis. We are home to the world’s largest online community of teachers, with over 8 million registered users, and the Times Higher Education World University Rankings. What will we give you in return? A salary up to £24,000 depending on your experience, 3% pension, personal and career development opportunities, a modern culture, state of the art offices, discounted city centre parking, discounts to local bars and restaurants, free breakfast cereal daily, free fruit, a night out once month and a fridge stocked with a selection of drinks! The Desktop Support Engineer works as part of a team with wide range of responsibilities and skill levels, you will be exposed to a wide range of technologies and processes. The role will work across 1st line interaction with customers managing service requests and incidents through to 3rd line resolution of complex problems in conjunction with 3rd parties. The structure of this team is designed to open up opportunities to increase the breadth and depth of options for professional development as well as create an environment where team working is part of the working day as well promoting individual technical expertise. What does the role involve on a daily basis? * Build and configure new laptops and desktops as required. * Install, upgrade, support and troubleshoot Windows and Mac OS and any authorised desktop applications. * Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment. * User account administration, i.e., account creation and management and password resets. * Provide first & second level Service Desk support for end‐users. Update and monitor problem tracking and reporting systems. * Works with other teams to resolve technical issues within the desktop environment. * Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures. * Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures. * Responsible for accurate collection of information relating to tickets raised and logged within Service Now and allocating them accurately. * Provide additional support for the IT service desk to ensure SLAs are met. * Ensure all incidents and requests are dealt with within agreed SLA’s. * Escalate P1 and P2 issues to senior engineers as appropriate. * Complete internal desk moves as required. * Ensure that a high level of customer service and support is provided to all customers. * Ensure all hardware and software inventories are kept up to date. * Ensure meeting rooms and conference systems are configured correctly and working What are we looking for, from our ideal candidate? * Must have a customer service mentality * Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions * Take responsibility for decisions and the quality of work * Maintain a positive and proactive attitude * Foster good working relationships with other technology teams and business units. * Demonstrable ability to prioritise and multitask * Must possess strong communication skills both verbal and written. * Able to demonstrate strong time management skills