Deskside Support Engineer

B11, Sparkhill, City and Borough of Birmingham
£22000 - £30000/annum
Closing date
10 Jun 2022

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Job Sector
Contract Type
Full Time
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SCC – Specialist Computer Centres is the leading IT services organisation in Europe.

We have been established for over 40 years and have a turnover in excess of £3 billion.

Our business continues to grow creating a real career opportunity for a Deskside Support Engineer based in Birmingham.

Overall Job Purpose

To provide high level of support to the SCC infrastructure and users at SCC locations in Birmingham and regionally when required. The role of Deskside Support Engineers will require a competent, customer facing individual who can work on their own or equally as a team delivery high standards of IT support, working within contractual SLA and KPI’s.

• Resolving Incidents and Service Requests within agreed SLA’s
• Liaise with 3rd party suppliers for call resolution where required
• Perform Desktop Support
• Ensure that a high quality of service support is delivered to users and resolver groups alike.
• Ensure that all ServiceNow Incidents have been logged correctly, with all relevant information and they are all articulate.
• Ensure that all ServiceNow Incidents and Tasks passed across from the SD are managed within SLA and the communication to the customer is up to date.
• To provide cover across IT Support, including the SD when required.
• Provide support to IT operation, our customer and ensure that all Incidents and Tasks are dealt with in a timely manner.
• Provide site visits to Bracknell Bi-weekly and London monthly
• Escalation of incidents to line management where necessary
• To complete all work assigned in a timely professional manner
• To attend required training when asked – assuming adequate notice has been given
• Contribution towards monthly KPI’s
• Manage VIP user incidents to a contractual KPI standard
• Floor walking
• System Builds, links to maintenance & IMACS
• Software updates for Microsoft
• Maintaining CMDB
• Support of non-standard devices (e.g. MAC Support, Audio Visual)
• Provide value added training to SCC customers where required, subject to limitation of incident allocation
• Assist other support groups within SCC to provide a seamless IT Support service to SCC customers– this may include SCC customer’s internal resolver groups.
• Directed by line manager monitor and enforce industry standard IT policies and guidelines.
• Adhere, always, to company policies and procedures
• To ensure safe working environment with regards to local Fire, Security and Health & Safety regulations
• Must be prepared to work a certain amount of overtime when required to do so
Qualifications and Experience

• Desktop Support experience
• Hardware/software troubleshooting experience
• Software installation experience
• Working knowledge of remote desktop tools
• Understanding of the ITIL framework
• Exceptional customer service skills

Full UK Driving Licence

Laptop/desktop/printer hardware, encryption products to inc Bitlocker & Symantec AV/, Windows 10/11, MECM, mobile phones essential. Knowledge of Active Directory, MECM, AZURE advantageous.


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Upon submitting your application SCC will process your information in line with our privacy policy which can be found on the SCC Careers website under ‘Recruitment Privacy Policy
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