Desktop Support Technician - 6m Contract - London - 3x per week in office - No sponsorship

You will serve as the first point of contact for employees; providing high-quality technical support via phone and chat. You will be responsible for diagnosing, triaging, and resolving a wide range of hardware and software issues., * Global Support: Provide front-line support to global customers via calls and chat, adhering to Service Management principles.

• Triage & Resolution: Diagnose, assess, and triage incidents. Identify problems in computer systems and provide technical solutions with a goal of 90% First Call Resolution.
• Troubleshooting: Expertly troubleshoot OS issues (BSOD, App Crashing, Performance tuning), VPN connectivity, and networking basics.
• Incident Lifecycle: Take ownership of employee issues from start to finish. If escalation is required, monitor the progress of the ticket and maintain communication with the user.
• Restoration: Quickly restore user laptops and applications to normal operation to minimize downtime.

• 2+ years of experience in a fast-paced help desk environment.
• Demonstrated experience supporting global users in a remote/hybrid environment.

Technical Competencies

• ITSM Tools: Proficiency with ServiceNow (ticket management, workflows).
• Identity & Access: Strong knowledge of Active Directory (user management, group policies).
• Operating Systems: Solid understanding of Windows 11, macOS, iOS and Android.
• Productivity Suite: Deep understanding of Office 365 and Google administration and support.
• Collaboration Tools: Support experience with Slack, Zoom, and file sharing platforms (Google Drive).
• Remote Support: Experience using remote takeover tools (LogMeIn, Zoom, etc.).
• Networking Basics: (DNS, DHCP, TCP/IP), and VPN configuration.