2nd Line Deskside Support Engineer

Role: 2nd Line Deskside Technician Reports to: Delivery Services Manager 5 days on-site Job Description: To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues. Key Responsibilities: Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer''s process and procedures. Positively promote the IT Team in order to develop the team profile and that of the wider IT function. Participate in internal meetings, as required, in order to share and develop knowledge and best practice. Provide ''end to end'' ownership of all incidents and service requests in order to ensure that problems are resolved effectively. Be proactive and ensure that regular status updates are provided to open tickets. Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations. Ensure that high standards of service are maintained and improved upon to ensure continuous improvement. Investigate and resolve common desktop issues in order to ensure business continuity. Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team. Support others in the team in the achievement of ..... full job details .....