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Desktop Support Team Lead - Watford

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Desktop Support Team Lead, Watford

ESP Global Services are currently recruiting a Desktop Support Team Lead to join ESP Global Services based onsite at one of our valued customers in Watford. As the Desktop Support Team Lead, you will manage a small team of Desktop Support Engineers whilst providing and maintaining continuity of services for all desktop devices.

What does the role of Desktop Support Team Lead involve?

  • Management of the Desktop Support Engineers including setting and managing objectives and managing holiday requests
  • Respond to allocated customer incidents (hardware, software and connectivity) and service requests and manage through to a successful resolution within agreed service levels
  • Deliver desk-side support services to the customer in line with agreed project timescales and service levels
  • Deliver hard and soft break fix services for laptops and desktops across the customer site portfolio
  • Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
  • Support, manage and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.
  • Identify and obtain from the vendor any spares required to respond to incidents and ensure that the customer is kept informed of any resulting delays.
  • Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
  • Ensure that each Desktop Device is installed with the appropriate Desktop image
  • Provide VIP support for Desk side issues
  • Maintain a high level of communication at all times with the customer, colleagues and senior members of staff and provide timely updates to the Service Desk so that progress against each individual incident can be updated as required.

What are we looking for?

  • Proven line management experience
  • Previous experience of working onsite providing Desktop Support
  • You will be a confident communicator
  • Ability to work under pressure
  • Excellent customer service skills
  • Good knowledge and experience in Microsoft Desktop Software and Operating Systems
  • An understanding of network protocols, server hardware and configurations or other IT qualifications

To apply, please send your CV in or click the apply now button

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Sara Jackson

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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