Desktop Technician

The Employee Technology Support (ETS) team is seeking a Desktop Technician to deliver high quality 1 st and 2nd line support across all Windows, Mac OS, desktops, laptops , mobile devices and event spaces . You will partner with our Service Specialists, Service Desk and mobile teams as the primary escalation point of contact for all remote and deskside internal technical related requests and incidents.

To deliver excellent employee centred technology support that improves how people work, through responsive service, trusted collaboration and continuous improvement.

• Provide 1 st and 2 nd line support to all global employees for all remote and deskside related technical service requests
• Deliver support that prioritises employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Use dashboards and internal tools to prioritise and manage workload
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Knowledge of hardware related peripherals – Logitech, Ricoh, HP Poly, Lenovo, Zebra, Targus, Cisco
• Effectively utilise access and support across AD, SCCM, In Tune , Im aging, Citrix, Papercut, Streaml ine, Sys track , vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, Cyber Ark, Fore Scout, ITLocate , JAMF, CUCM, ChatGPT, Gem ini, Co Pilot and related systems
• Partner with the Service Desk, Service Specialists, Continuous Improvement and Product teams to drive service improvements
• Supporting Collaboration and Event Spaces

• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
• Clear and effective communication skills
• Root cause analysis – “Chase the why”

• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, Miro, JIRA and AV support
• Familiarity with Python, Power Shell, or other scripting languages
• ITIL v4 Foundation
• CompTIA A+

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