• Deskside Support Engineer

    Job Locations UK-High Wycombe
    Requisition Post Information* : Posted Date 1 month ago(10/26/2018 9:01 AM)
    Requisition ID
    Employee Type
    Full Time-Regular
    Information Technology
  • Overview

    About Us


    Opel Vauxhall Finance’s vision is to meet the mobility needs of our customers through financial services solutions for the Opel and Vauxhall brands.


    Our Strategic Priorities focus on the development of our people, performance delivery, penetration, efficiency, customer loyalty and protection - maintaining strong risk management and compliance practices.


    We promote a collaborative culture of people who actively contribute with integrity. We are agile, open minded and adaptive to deliver at pace, with customers at the heart of all we do.


    This is a 12 month FTC role.


    About the Role


    The purpose of this role will be to provide 2nd level on site support for the user base in High Wycombe, in addition to 2nd level remote support to various OVF locations.


    • Provide second level resolutions to hardware and software support issues that cannot be resolved remotely within agreed SLA timeframes, while following related OVF IT/Security policies and procedures
    • Complete new provisioning requests within agreed SLA timeframes, including PC builds & local installations, whilst following related OVF IT/Security policies and procedures
    • Deal with advanced technical incidents assigned from Level 1 and Level 2 Service Desk Analysts
    • Provide 2nd level technical support/UAT on OVF projects as required
    • Perform reporting and deep dive analysis on IT incident and problem tickets as required
    • Identify and provide training to business users and IT colleagues as required
    • Support new OVF IT deployments across the various OVF branches
    • Provide accurate and updated information on incidents until the reported incidents are resolved
    • Maintain a high degree of customer service for all support requests
    • Ensure all Hardware movements and changes are recorded within ServiceNow.
    • Add fixes and known errors to the Knowledge base
    • Manage all aspects of your performance delivery e.g. quality of service, timekeeping and absence reporting
    • Identify any training requirements to help with your role and to develop your skills
    • Take calls and handle incidents where required


    May be required to work to a shift pattern (including weekends) and offer on call support.


    Security & Compliance

    • Ensure that the Incident/Provisioning processes and procedures are followed in compliance with OVF security and audit requirements
    • Be familiar with and support OVF Global Security Policies
    • To ensure ongoing adherence to all relevant compliance regulations that may govern the End User Services business and complete all regulatory knowledge training where applicable in a timely fashion.


    What we are looking for



    Technical Skills:

    • Has the ability to provide Level 2 IT support
    • A good knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
    • Experience in hardware and software repair and installations
    • Active Directory & MS Exchange knowledge/experience
    • LAN / WAN troubleshooting
    • Strong knowledge of Microsoft based operating systems and suites, focus on Windows7 \ 10


    Language Skills:

    • Fluent English


    Overview Of:

    • Understanding of ITIL Best Practice for Service Desk
    • Understanding of key ITIL Service Management areas


    Skills and Knowledge:


    • A strong focus on service delivery and customer satisfaction
    • Good attention to detail with a methodical and thorough approach to work
    • Ability to stay calm under pressure
    • Organized and good at juggling tasks and prioritizing
    • A great team player
    • A desire to show initiative
    • Highly organized with excellent communication skills
    • Enthusiastic and passionate about their work
    • Good analytical and troubleshooting skills are required
    • Personal Integrity / Discretion
    • Open communication style / Good listener
    • Team focused
    • Good written and verbal presentation skills


    What's on offer for you


    • A competitive salary
    • 25 days holiday
    • X4 life assurance
    • Discount schemes
    • Excellent pension scheme


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