Onsite Desktop Support Engineer – Usk, Gwent

Overview

In this role you provide hands-on desktop support in a busy environment, handling incidents and requests to ensure timely, high-quality service. You will operate in 2nd line to resolve issues to SLA, coordinating with Level 3 and internal/external project managers. The position involves hardware, software, and network support onsite, with opportunities to influence incident resolution and user experiences. You’ll work within a collaborative IT team to keep users productive and systems running smoothly. This role offers exposure to core IT operations in a customer-focused setting.

Responsibilities

• Handle incident and request tasks
• Provide 2nd line incident resolution to SLA
• Maintain incident rate target <2% per month
• Complete assigned work within deadlines
• Support project tasks for internal/external project managers
• Process non-standard requests within agreed timescales
• Proactively communicate with Level 3 teams about major issues
• Troubleshoot hardware (laptop/desktop), networks, printers, etc
• Install & configure software and hardware

Key requirements

• Windows 10/11 knowledge (build, configuration, registry) with proficiency in Microsoft Office
• Desirable: LTSC Channels and KIOSK
• Basic SCCM/Active Directory understanding and IT service models
• Networking knowledge (LAN/WAN/VLAN, Wi-Fi, DHCP, DNS/WINS, PXE, VPN)
• Experience with Microsoft Exchange, Outlook, and IM tools
• Proficiency with peripherals (printers, displays, docking stations, cameras, scanners)
• Working knowledge of ITSM software (ServiceNow)
• Excellent customer interface and service skills
• Flexibility with working hours
• Full UK Driving Licence
• SC Cleared or able to obtain SC Clearance

• customer-focused
• strong communication
• team coordination
• Windows OS (Windows 10/11)
• Microsoft Office
• LTSC Channels and KIOSK (desirable)

…