Service Desk/ Desktop Support Engineer

You will be joining this rapidly growing service line responsible for all EUC to the three major hospitals across Leicester. Your new company cover Service Operations and service desk, AMO, Cloud technology, End User Compute, and legacy ITO. They align with ITIL and are agnostic across their delivery capability in relation to core IT, cloud, service desk, EUC tools and technologies.  

They are passionate about delivery and live the company’s values in parallel with a healthy work / life balance and a great team spirit.

To be considered for this role:

You will have a good working knowledge of Apple iOS devices and supporting environments, Microsoft Office, stock control. You will also be comfortable with hands on physical work within the wider office to support the extended team.

You will have experience of working in a Service Desk / Desktop environment and have excellent customer skills as well as VIP knowledge.

You are capable of managing your work time, able to resolve queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines.

The successful candidate will need an understanding of ITIL methodology, excellent administration, and communication skills. 

In your new role:

You will provide desk side operational support for our client on site in Leicester, the primary role will be managing the Apple device roll out across various works streams, support of standard and VI, as well as Incidents, problems, requests and changes in line with ITIL best practice and ensuring that SLAs are maintained. 

You will be responsible for:

• Managing Incidents and requests on the ITSM tool
• Apple (iPad / iPhone / iPod Touch) device support deployment across the business unit
• Ensure all work is correctly and accurately logged and accounted for in the ITSM tool
• Provide Support for scheduling meetings with users to handover devices
• Plan and Coordinate with the Project Managers the roll out of Apple devices as part of technology refresh
• Provide ‘hands on’ support for deployment of new equipment or resolution of faulty equipment
• Review EUC stock levels to maintain healthy levels of inventory
• Manage EUC stock and assign according to work orders
• Provide detailed reports of stock to the Service Manager for review
• Review process documentation for the operational support
• Contribute to the continual service improvement of the service
• Other areas of support may include and not limited to Screens, desk-side support and desktop hardware support