Job Description
Insight Global are looking for a Desktop Engineer to join one of their premium retail clients in London on a 12 months contract. This individual will be supporting escalations from the UK and EMEA help desk centre and responding to incoming tickets via ServiceNow. The chosen candidate will be logging into the ticketing system on a daily basis to troubleshoot & resolve the tier 2 issues for employees in both the corporate office as well as in the retail stores. If unable to resolve, they will escalate tickets when necessary. They will be responding to an average of 10-20 tickets per week, dealing with the end user directly. This Desktop Engineer will also be responsible for providing analysis reporting to the Operations team to evaluate. This individual will help to improve documentation for the Help Desk and lastly, they must be a great communicator as this role will directly interact with Executives and senior leadership. Flexibility to travel to retail stores might be required when necessary.
Must Haves:
- Experience in a Desktop Engineer or Support Engineer role
- Experience troubleshooting and supporting Windows and Apple Products (Macbook, iPhones, iPads)
- Intermediate level experience troubleshooting basic Cisco network issues
- Hands on experience with retail hardware – troubleshooting POS (Point of Sale) Systems and RFID (Wireless System)
- Ability to troubleshoot and install A/V & conference room technologies
- Strong customer service skills and experience supporting executives/senior leadership
- Experience with ServiceNow or other ticketing system
- Ability to follow pre-determined manual for processes and enhance processes as needed
Plusses:
- Ba Experience using ServiceNow ticketing system
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