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Desktop Support Specialist
Stefanini Group
- Edinburgh, Scotland, United Kingdom
- Edinburgh, Scotland, United Kingdom
Über
The Level 2 Team is the face of IT for our clients, resolving BAU tickets created by Level 1 and reacting to escalations. Team members attend a client’s desk to provide best‑in‑class technology support or use remote tools to assist clients in remote offices or working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Provide swift and professional deskside IT support
Perform on‑site analysis, diagnosis and resolution of desktop problems for clients; recommend and implement corrective solutions
Install, configure, test, maintain, monitor and troubleshoot client workstations, mobile devices and related hardware or software to deliver required deskside service levels
Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
Collaborate with other support groups across global locations to help troubleshoot client issues
Utilize tools for building monitoring and troubleshooting client devices
Participate in Disaster Recovery testing exercises
Uphold procedures for logging, reporting and statistically monitoring desktop operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Level 2 Support Manager
Qualifications
Minimum 5 years of relevant experience in a Desktop Support / IT Helpdesk role
Hands‑on experience configuring, installing, troubleshooting and repairing printers, PCs and laptops
Experience with Win 7, Win 10, Win 11 and macOS support
Windows 11 migration experience
Hardware / Software troubleshooting skills
Experience with VPN, soft phones, Remote Desktop, VDI
Asset tracking / inventory management experience
Phone and tablet support (Windows, iPhone, iOS, Android)
Experience with ticketing system (ServiceNow)
Strong communication skills
Excellent proven track record supporting clients in a financial environment
Excellent proven customer service based approach
Good written and verbal communication skills
Strong organizational and analytical skills
Ability to multi‑task and work under pressure
Ability to work autonomously and within team
Dress code: Business casual
*Listed salary ranges may vary based on experience, qualifications and local market. Some positions may include bonuses or other incentives*
About Stefanini Group The Stefanini Group is a global provider of offshore, onshore and nearshore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in the Americas, Europe, Africa and Asia and more than 400 clients across a broad spectrum of markets including financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities. Stefanini is a CMM Level 5 IT consulting company with global presence.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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