Deskside Support Representative IT Engineer - Glasgow
Deskside 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 Deskside 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.