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Desktop Technical Escalation Specialist

  • Location: London, Greater London, England
  • Salary: £60,000 to £75,000
  • Type: Permanent
  • Posted: 6 days ago
  • Company: IQ Talent Centre

Are you an experienced 3rd line support professional with a deep understanding of support and maintenance of the desktop infrastructure? Do you possess excellent knowledge of a business with a strong emphasis on customer service? If yes, please read on… 

IQ Talent Solutions are delighted to be working with one of our most prestigious clients who are a multinational, award-winning Asset Management organisation, supporting them with the recruitment of a Desktop Technical Escalations Specialist. You would be responsible for providing an escalation route for the more complex Desktop related issues e.g. Virtual Machine performance issues, Application being blocked by firewall or require Appsense whitelisting. Furthermore, you would be required to deal with a diverse range of complex issues and tasks, delivered timely and high-quality issue resolution focusing on root cause analysis, problem resolution/prevention and knowledge transfer.

What is expected by the Desktop Technical Escalation Specialist?

  • Ensure that agreed service standards are being met and instigate appropriate escalation procedures where they are not.
  • Guarantee that service failures are actively managed and internal customers are regularly updated.
  • Provide regular reviews of current service provision and performance and a pro-active approach to ensuring that the service is regularly updated to meet current business requirements.
  • Training colleagues in areas of personal expertise.
  • Offer an escalation point for Desktop Support.

Skills required by the Desktop Technical Escalation Specialist:

  • Ability to troubleshoot a problem and establish whether it is an application, hardware, or back-end (Server, Network, Storage) issue.
  • VDI, Windows 10, Office 365
  • VMWare View, vSphere
  • Appsense
  • Altiris Deployment GSS Console
  • Active Directory
  • Group Policy
  • Desktop Build and Deployment
  • EUC Monitoring and analysis tools (e.g. Lakeside Systrack)
  • Packaging: MSI / App-V
  • PowerShell / VB Scripting
  • Ability to explain highly technical issues to a non-technical audience.
  • Builds relationships with relevant areas across the whole organisation. 

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.