VIP Deskside Support Engineer
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Our Client is urgently looking for an SC cleared VIP Deskside Support Engineer
Location: London
Contract inside ir35.
Main Responsibilities
Management and progression of all Deskside Support assigned Incidents and Work Orders
Monitoring SLA targets on Incidents and Work Orders ensuring these are attained with minimal pausing of SLA clocks
Operation of client facing drop-in centre
Escalation point for Service Desk
Client Liaison
Provide additional resource for Project Work
Provide On-Call Support outside of core hours
MAIN DUTIES
The main duties include:
Management of all Deskside Support and VIP Deskside Support Incidents and Work Orders ensuring SLA attainment with minimal pausing of SLA clocks
Compliance to team rota and shift duties, responding to gaps in service when required
When required, assisting Project teams with testing of new builds or new technology
Assisting with project teams when needed as an additional resource, ensuring that Project Managers are kept informed of progress throughout project delivery
Adhering to all CMDB processes as set by SACM team including Hardware swaps, disposals and starter/leaver requests, lost/stolen process
Ensure that all account administration policies are followed. This includes new starter process, leaver and mover processes and any out-of-process changes that may be required. Consistently demonstrating that security processes are not compromised
Ensure that all timesheets are submitted in a timely manner and are accurate, including correct billing codes for project work performed
Liaison with the service desk on a day-to-day basis
Liaison with Tower suppliers as required
Ensure attendance and participation in all Deskside Support and VIP Deskside meetings
Participate in Continual Service Improvement activities to ensure that any Support improvements are flagged and followed up
Ensure that Work Instructions are created for any support task or process change that have not previously been identified
Timely and correct use of escalation paths both internal and with external tower suppliers
Involvements
Client relationship management
Client perception management
VIP relationship and perception
Responding to service escalations
CMDB adherence to accuracy
Stock management
Tower Vendor liaison
Adhering to SLAs and service metrics
SKILLS REQUIRED
Deskside support experience
Deskside support competencies
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.