Closing Date for Application: Thursday 30/01/2025 We are seeking a skilled and customer-focused IT Desktop Support Engineer to join our dynamic team. The successful candidate will provide first- and second-line technical support to end-users across the organization, ensuring that all desktop, laptop, and peripheral issues are resolved efficiently. You will play a critical role in maintaining the organization’s IT infrastructure and delivering excellent customer service to users at all levels The primary objective for the role is to maximise end-user productivity, through effective management and resolution of incidents and the timely fulfilment of service requests, maintaining our agreed service levels. Organisation structure Reports in to Support Desk Manager. Essential Duties Provide first- and second-line support for hardware, software, and network-related issues, both onsite and remotely Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals Support and maintain Microsoft Office 365, Windows operating systems, and enterprise applications Identifying, diagnosing, and resolving reported technical issues and faults, escalating to resolver groups where necessary to maintain service levels. Providing support and advice on appropriate solutions, workarounds, and essential security. Assisting in the identification, analysis, and escalation of problems, owning through to resolution. Document troubleshooting steps, resolutions, and best practices in the knowledge base. Install, configure, and maintain desktop and laptop computers, ensuring compliance with company policies and procedures. Assist with IT projects such as system upgrades, rollouts, and migrations Capabilities Works under general direction and uses own discretion to identify and respond to complex issues and assignments, escalating when necessary to appropriate parties. Understands and collaborates with customers, suppliers, and partners, analysing and representing their needs in the pursuit of service excellence. Applies a methodical and analytic approach to issue identification and resolution, in a range of work environments, both complex and non-routine. Demonstrates effective application of technical and organisational knowledge, whilst being appreciative of the wider business context. Plans, schedules, and effectively monitors own work, delivering on deadlines, and to agreed standards. Effectively uses applications, systems and tools to carry out maintenance tasks, collect statistics. Demonstrates effective communication skills, using level appropriate methods, language, and tooling. Contributes to the development and updating of procedures, standards and continual service improvement. Core competencies Foundational knowledge of ITIL best practice principles. Incident Management Following agreed procedures, identifying, and categorising incidents and events Gathering information and participating in effective incident resolution, allocating responsibilities as appropriate. Maintaining records, communicates, and advises on action taken. Problem Management Investigating problems in systems, processes, and services. Assisting in the creation and implementation of remedies and preventative measures. Systems and Applications Provisioning and configuration of end user compute, PC, printer, laptop, and mobile devices following agreed procedures and quality standards. Recording all assets installed or removed, maintaining effective configuration management. Effective in the installation, update and configuration of software and licences. Diagnosing application faults and remediation. Must hold a valid full UK driving license as travelling between sites is an essential part of this role. Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.