Desktop Support Specialist

Entrust Datacard; Greater London; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

* Respond quickly and professionally to colleague issues. Troubleshoot and correct software and hardware problems.* Own issue resolution from start to finish by monitoring unresolved issues and requests to ensure prompt resolution within our defined SLAs.* Communicate clearly with each customer to ensure their understanding of next steps and likely resolution timeframes.* Ensure that every customer is highly satisfied with the support received.* Replace company issued PCs and Macs based on a provided schedule.* Document common FAQ or known solutions in Knowledge Base to allow colleagues to self-help themselves.* This role will have additional admin access to assist in resolving colleague’s issues.* Onboarding/Offboarding of end users* Support/Partnership with our offshore team.* Install and configure hardware and software for end users ensuring compatibility with existing equipment and applications.* Help drive adoption of new security policies.* Roll out new applications & operating system versions. Upgrade hardware/software that supports our Modern Device Management strategy.* Work with vendors to ensure equipment and applications are repaired and upgraded.* Install/configure local and network printers.* Accurately maintain Asset databases used for managing hardware, software, and support.* Assist with management, maintenance, and final disposal of equipment.* While mainly located in our London office, there may be a need to travel to other sites located in the UK.* 3-5 years of experience in Desktop Support or Customer Service roles.* 3-5 years of experience supporting the following in a network environment: macOS, MS Windows, Active Directory, MS Office.* 2-3 years of experience in imaging, software packaging, deployment and patching using JAMF, SCCM or InTune/AutoPilot.* Ability to assist users with advanced hardware and software problems (i.e., Office 365, Client Applications, Browsers, VPN, etc.) and product configurations within desktop PC’s, laptops, and peripherals.* The ability to multitask and to work well within a team environment while always keeping the customers’ needs as a priority.* Excellent customer service skills.* JAMF certifications are a plus.* Superior customer service skills* Experience in migrating PCs and applications in Windows 11 or macOS.* Experience doing complete desktop builds, repairs and working with common diagnostic tools to identify and resolve problems for end users.* Ability to differentiate between errors caused by hardware, software, desktop errors, server errors and misunderstanding of usage.* TCP/IP and networking fundamentals, LAN and networking troubleshooting.* Experience supporting mobile devices (Android and iOS).* Familiarity with incident/ticketing systems for tracking Service Desk tickets* Experience supporting Audio Visual or conference room technology.At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.