Company Description
Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.
We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.
The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.
Values: Open, Trusted and Bold
Trusted Partners:
· Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
· HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
· Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
· Fortinet: Elite VIP Program – one of only 2 in the UK
· AWS: Advanced Solution & Managed Service Provider Program
Job Description
To provide remote deskside technical support and advisory service of EUC devices, including resolving and enabling the resolution of incidents, problems, requests, events, executing changes, support the development of new solutions or enhancements, configuration testing, implementing new solutions and associated software.
Key Responsibilities:
- Act as 2nd Line support for all EUC technical incidents through to resolution.
- To work with EUC Team in the Belfast office and to liaise with site-based engineers on customer contracts.
- Analyse Service Desk calls for EUC Devices and incident data to identify and advise on any potential user training requirement.
- Create knowledgebase articles & provide training for Service Desk Analysts to increase 1st time Fix.
- Proactive in providing resolution to common incidents to reduce call volumes
- Resolve requests, incidents, problems and major incidents assigned to the Service Delivery team within contractual service level agreements.
- Ensure all SLA targets are met and work to deliver against established and agreed KPIs for issue resolution and fault finding
- To log and follow up issues that have been raised with 3rd party support teams where appropriate
- Support, manage, optimise and maintain the configuration and installation of the Desktop, to include patch updates and hardware replacements
- Assist SCCM Engineers with the development of regular Windows OS Images right through to Production deployment
Skills & Experience:
- Previous experience of onsite support preferable
- Knowledge and experience on windows operating systems
- Experience on EUC tools, remote support tools, MS office and outlook.
- Experience on peripheral devices support (printers, scanners etc.)
- Good Knowledge of System Centre Configuration Manager (SCCM) Administration and Troubleshooting
- Windows 10/11 as a Service, Patch Management and Application Deployment using SCCM
- Knowledgeable in AD & Group Policy
- Ivanti Workspace Manager products suite preferable (Application Control, Environment Manager)
- Awareness of ITIL process of Incident, Change, Problem, Service Request, and related activities
- Excellent verbal & oral communication skills
- Ability to prioritise based on potential impact
- Strong customer facing skills & focus
Qualifications
