Helpdesk

Job Title: Onsite Support Engineer

Contract Duration: 06/05/2025-27/10/2025

Location: Redhill

Rate: £200 per day

MUST HAVE ACTIVE SC CLEARANCE

Overview of Role:

• Onsite support is a client-facing resolver group. The role involves working with users face-to-face to fix hardware issues or software issues where the service desk is unable to assist.
• Working on tickets assigned by Helpdesk/Level 2 / Self-service tickets ranging from fixing users' hardware, correcting cabling faults, replacing users' iPhones (as requested by the Telephony team), and software re-builds.
• Involved in moving users around buildings and between sites, ranging from a single user to over 50, often requiring out-of-hours assistance.
• 37.5 hours per week, covering a flexible shift between the hours of 8am to 6pm, Monday to Friday.

Responsibilities:

• Prioritise and coordinate own and others' work schedules to ensure business and customer needs are met and deadlines are adhered to.
• Communicate on complex issues to meet business and customer requirements to avoid escalations.
• Advise and provide support to customers to satisfactorily resolve queries, escalating where appropriate.
• Proven track record of working in a team environment.
• Be flexible and adaptable to changing business needs and comply with any reasonable management requests.
• Ticket queue management and ownership.
• Maintain knowledge and ensure scheduling best practices are adhered to.
• Contact users to arrange appointments, update tickets, and ensure delivery to contractual SLA.
• Responsible for prepping IT kit for new starters/leavers and installation of equipment at desks.
• The helpdesk is the first point of contact and point of escalation for all technical support.

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