Deskside Support Representative

Job Title: Desk-side Support Representative
Start Date: ASAP -
Contract: 6 months - start
On call payment : fixed for when on call (to be available£25.00 per on call)
Any OT completed wen on call, and approved by client will be paid at OT rates

Hours Per Week: 40
Rate of Pay - LTD Company applicants only - £18.00 per hour
Location: Watford
On call support and supporting Shifts from 0700am to 16pm 10.00am to 19.00pm will be required (two shifts on team rota per week 1 in 4 or 5)
Working hours: 40 Hours per week. Shift Patterns as Follows-
Early shift: 7am - 4pm
Core shift: 8.30am - 5.30pm
Late shift: 10am - 7pm
On Call: 1 week in 4 and is required to be able to get to Maple Court within an hour of receiving a call.


Job Description

Desk side Support Representative (DSR) performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. The Desk-side Support Representative may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. The DSR is responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. As the main interface to the customer, the DSR needs to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc. , in order to ensure that the proper team is aware of, and taking action on the problem. Strong customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, DSRs have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.
As well as having the right skill set for the job, the right applicant is going to need to be articulate and comfortable speaking to sometimes large groups of people, as we perform IT inductions every week whereby they have to present to all new starters and HR.

Required Skills - (Please be detailed as possible as this information is required to enable Manpower to source suitable candidates.)

Windows 8
Windows 7
Windows 10
Experience of Windows registry editing
Understanding of Group Policies
LAN/WAN networking principles and troubleshooting TCPIP
Working knowledge of SMS
Dial-in- Technology setup and support
Microsoft Office Suite 2010, 2013, 2016
Office for Mac
Internet Explorer
Mozilla Firefox
Google Chrome
High level of Pro-activity
Team Player
Problem solving capability
Experience in dealing with customers and managing customer relationships at
many levels.
Ability to work alone without assistance or supervision
Resolve customer hardware/software PC problem tickets.
A technical knowledge of the supported platform is required as well as a working knowledge of the hardware.
Resolve tickets within the customer SLA and obtain a high Customer Sat. Rating.
Good communication skills are required.
Experience of working with Office 2010 including exchange
Experience of working with imaging software
Experience of working with Active directory, including security groups, computer accounts, group policies etc..
Experience of networking, physical cabling, patching.
Experience of installing rack mountable hardware (servers, UPS etc)
Experience of working with call logging systems
Working knowledge of backup hardware & software (Symantec Backup exec would be desirable) tape libraries & rotations.
Working knowledge of Apple products - ipads, iphones macbooks.
Experience of working with AV and video conferencing equipment.
Experience of Server Support 2012 onwards


Support Communications Software
Use Customer Specific Tools
Support E-Mail Systems Standards
Support PC Desktops/laptops
Support Blackberry Devices
Use Asset Management Tools
Implement Asset Management Services
Implement Desktop Operating Systems and Assist with Refresh program
Support Networking Interfaces/Protocol
Remote takeover and resolution of remote calls