Desktop Engineer

• Ticket Triage: Resolve or appropriately elevate complex incidents and service requests from the ServiceNow IT Service Management (or equivalent) ticketing queue.
• Documentation: Create and update internal knowledge base (KB) articles to increase first-time fix rates for the wider service desk team.
• Escalation: Escalate incidents to third parties when necessary and collaborate on resolution.
• Build, Deploy & Package Management
• Image & Provision: Build, configure, and image physical laptops and desktops running Windows 11 using automated deployment tools (e.g., Microsoft Intune, Autopilot, SCCM).
• Package Deployments: deploy software applications and updates across the enterprise, ensuring version control and compatibility.
• Lifecycle Management: Manage the hardware lifecycle from unboxing and imaging to secure asset decommissioning and recycling.
• VDI (Virtual Desktop Infrastructure) Support
• VDI Management: Troubleshoot and support Virtual Desktop environments
• Session Troubleshooting: Resolve user profile issues, connection drops, thin client hardware problems, and application delivery failures within virtual sessions.
• Executive & VIP Support
• White-Glove Service: Provide high-priority, dedicated IT support for C-suite executives and senior leadership, maintaining maximum discretion, speed, and professionalism.
• Executive Refreshes: Conduct scheduled executive hardware refreshes (laptops, mobile devices, peripherals), data migrations, and personalized system configuration.
• Meeting Room & Digital Workspace Support
• AV/Meeting Rooms: Support, maintain, and troubleshoot boardroom and meeting room technology, including Microsoft Teams Rooms, projectors, smart displays, and audio/video peripherals.
• Digital Players: Maintain, reboot, and troubleshoot digital signage players and across office locations.
• Mobile Devices: Support corporate mobile fleets (iOS/Android), including MDM enrolment (e.g., Intune), email configuration, and app deployment.

Mandatory skills:

• Good Knowledge of Windows OS
• Strong communication skills both written and verbal.
• Strong analytical and problem-solving skills.
• Attention to detail and a proactive approach to managing tasks.
• Good understanding of ITIL processes.
• Proven experience in Desktop support or a similar role
• Ability to work collaboratively with various teams and stakeholders including diverse user groups, developers, application support, project managers, and other domain experts.
• There will be a requirement to Visit other sites across Jersey, Guernsey, and the Isle of Man