VIP Deskside Support Engineer


Premium Job From LA International Computer Consultants Ltd

Recruiter

LA International Computer Consultants Ltd

Listed on

6th January 2022

Location

London

Salary/Rate

£200 - £200

Type

Contract

Start Date

ASAP (6 months +)

This job has now expired please search on the home page to find live IT Jobs.

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.

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