Euc L3

The 3rd Line Desktop Support Engineer is responsible for effectively and efficiently providing desktop assistance, support and cover to all of the business through the use of the Service Desk system (Service Now).

You will have a good working knowledge of the Windows OS environment, Office and basic network knowledge, supported by an IT qualifications. You will also be comfortable with working remotely to support users.

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

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

You will act as an escalation point for 2nd line and provide guidance and knowledge transfer.

You will be a customer champion within NTT DATA.

Summary of the role and responsibilities:
**Responsibilities**:
Technical
- Desktop Client Services including but not limited to - Windows support, desktop hardware and software break/fix and installs.
- Scanner, Printer and Manage Print knowledge
- Security including but not limited to - antivirus, antimalware, antispyware, encryption, single sign on.
- Complete Laptop, Desktop builds and setup prior to deployment to the user
- Provide remote support for deployment of new equipment or resolution of faulty equipment
- Assist all IT departments in project work as and when required
- Provide a reliable and knowledgeable source of information on IT hardware, software and working practice.
- Conduct proactive management of customer environment, identifying potential improvements to deliver increased stability, availability and performance.
- Keep abreast of new developments in software and hardware

Administrative
- Excellent written and verbal communication skills in English.
- Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that agreed SLA's and KPI's for the service are maintained.
- Liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service is delivered to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders.
- Develop sound knowledge of all IT processes.
- Ensure that all legal and legislative requirements in relation to IT are adhered to and followed.
- On an on-going basis, identify activities that can be performed by 1st and 2nd line support - document and hand-over detailed instructions to the NTT DATA Service Desk.
- Conduct health checks and reporting.
- Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues.
- Maintain and update the knowledge base and other tools on a regular basis - detailing known issues & their work-around detailing common/recurring issues & resolution steps
- Strictly adhere to NTT DATA and Client policies, processes and guidelines - including timesheet submission, leave communication/logging, the Security Management Plan etc.
- Maintenance of records and documentation.

Customer / User
- Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution.
- Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager.
- Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day-to-day basis.
- Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services.
- Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live
- Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible

Other reasonable duties as determined from time to time

Essential Criteria:

- Comprehensive experience of desktop deployment and support
- Detailed technical knowledge of Microsoft SCCM and Intune gained in a hands-on technical support role.
- managed desktop deployments
- troubleshooting build issues
- automated server/desktop patching
- Solid understanding of Active Directory, DNS and Group Policy.
- Office 365 Applications
- Experience of working in an ITIL environment
- Experience of working with 3rd party vendors to resolve incidents
- Knowledge of Antivirus / Malware tools
- VPN technologies and remote working requirements.
- Proactively liaising with users in non-technical manner.
- Managing difficult users.

Desirable Criteria:

- Microsoft certifications for Windows 10, Offi