Job

[sobrique]

TS3 - Desktop Support Technician – Birmingham


Getronics is one of the UK’s leading providers of Information and Communication Technology (ICT) services and solutions, focusing on workspace management, application services and consulting & transformation services. In this role with Getronics you would be working in partnership with a high profile Investment Bank providing a combination of IMAC and Deskside Support to Front and Back office users.

We are looking for a self-motivated team player with good technical skills. With strong multitasking abilities, enjoys working in a dynamic and rapidly changing environment. Who takes pride in the quality of their work, enjoys being part of a global team and can learn new technology. The role has minimal supervision and will be self managed so good time management skills are required

The role may migrate to a shift basis at a future date; candidates must be willing and able to work outside of standard office hours.

Job Purpose

To provide 2nd line technical support (Hardware + Software), IMAC services and cabling support to customers based primarily on-site via desk visits and remotely

Accountabilities


* Respond and resolve all assigned calls within prescribed SLA. Manage workload. Take appropriate action to ensure no calls exceed SLA
* Where unable to resolve a call, or where assigned call is in danger of not meeting SLA, escalate as per appropriate escalation procedure.
* Install and configure desktop products into network environment
* Liaise with Service Desk and clients infrastructure teams (WINTEL, Email Support, ID Admin Networks etc) for the resolution of customer enquiries.
* Detect and eliminate PC viruses using industry standard software tools.
* Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved
* Update Call Management System, clearly specifying progress and resolution details
* Track and document problems by status (resolved, duplicated, escalated and under) investigation utilising established problem tracking and reporting systems
* Comply with all Customer and Getronics Policies and Procedures


Technical Hardware/Software experience


* Windows XP, Lotus Notes, Ms Office XP & 2007, Blackberry, Citrix, S3, Timbuktu Pro/Remote Control Software, Internet Explorer, Java, TCP\IP, Symantec Anti-Virus, Dos, Active Directory, Avistar, Laptop Wireless setups.
* DELL/HP/Lenovo


Getronics Key Competencies

Communication

* Demonstrates active listening picking up on signals
* Language is clear, precise and appropriate
* Presents well structured & reasoned reports


Teamwork

* Gains co-operation from colleagues and subordinates
* Takes into account the potential consequences of individual actions for others in the team


Customer Focus

* Investigates the client’s wishes and translates these into suitable solutions
* Informs the client about relevant new products and services
* Translates the client’s problem or wish into a suitable solution


Initiative

* Makes proposals for improving the work of the team
* Identifies opportunities for improving the team’s results, based upon signals from outside the immediate working environment


Focus on Results

* Keeps to his/her own objective, even when others exert pressure
* Tackles others about the (non-) achievement of a desired result
* Makes clear agreements with others about tasks & responsibilities


Key Technical Competencies


* Typically secondary/ high school qualified with a relevant technical qualification, required certifications and relevant work experience
* Investment Banking experience would be a advantage
* All applicants must be capable of performing both IMAC & and Software and Hardware Incident Management experience