End User Support Engineer
- Providing 1st and 2nd line desktop support services to internal customer base
- Ensure all laptops and desktops are built and ready for deployment at all times
- Manage the flow of work coming into the team, take ownership of issues, escalating to 3rd line where necessary
- Provide first point of contact support to end users, including guidance, training, and advice where applicable
- Onboarding new staff and exiting leavers in a professional and timely manner
- AV support for our Video Conferencing suites
- Support for remote working
- Manage customer expectations and provide regular updates
- Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users
- Ensure all tasks are delivered to a high quality and on time
- Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery
- Ensure incidents and problems are managed correctly always documenting all steps for later analysis
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