Service Desk : Senior Support / Infrastructure Engineer

Overview

Our Client is looking for an experienced Senior Support Infrastructure Engineer with a proven track record of delivering top-tier IT service desk solutions.

The ideal candidate will be required to maintain regular dialogue with clients, users, stakeholders, and vendors to anticipate potential opportunities and challenges that may arise because of global innovation and the overall needs and strategies of the business. In addition to this, the candidate will be expected to fulfil various IT Service Management (ITSM) roles such as Incident, Problem and Change management to support the wider Technology and Innovation division.

What you\'ll do

• Participate and own various ITSM roles, in line with the ITIL framework, to ensure services are provided consistently, predictably, to a high standard, driving visibility and accountability through an evidence-based way of work.
• Provide remote and on-site server and networking support (1st / 2nd line depending on experience).
• Work with the Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.
• Proactively identifying and implementing innovative technologies to benefit the business and the end user experience
• Develop and manage processes for the business automation tools.
• Endpoint Lifecycle Management : Manage the entire lifecycle of end user devices from procurement to decommissioning, ensuring cost effectiveness, security, and compliance throughout the process.
• Collaboration Tools Management : Administer and optimize collaboration tools such as Messaging platforms and Telephony.
• Endpoint Performance Monitoring : Monitor the performance of end user devices. Proactively identify and address issues to maintain optimal functionality and end user satisfaction.
• End User Device Management : Oversee the provisioning, configuration, and management of end user devices. Ensure a secure and standardized digital workplace environment.
• Manage the global Audio Visual and Conferencing estate to define standards and ensure consistency.
• Mobile Device Management (MDM) : Implement and manage policies and control for mobile devices to ensure security, compliance, and governance.
• Provide remote helpdesk application support and desktop support for the other global offices.
• Ad hoc duties and projects will arise from time to time as the role and business develops.
• End user training : Develop and deliver training programs to enhance end user digital skills, ensuring they can leverage technology tools in the workplace.
• Research and implement new products : Work with other teams throughout the implementation cycle for successful introduction and adoption of all technologies.

Your expertise

Qualifications required

Optional qualifications : Vendor qualifications

Competencies attributes

Other information applicable to the opportunity

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