-
Deskside Engineer
As a Deskside Engineer you will be the face of IT to the customer, typically located in an open office area. As well as resolving IT issues you will be responsible assisting with IT related queries such as ‘How Do I’ type questions and loaning peripherals. This role is key to ensure an excellent customer contact experience through IT. It is essential that you deliver a great customer experience through engagement with the customer and a sound technical knowledge which offers prompt issue resolution.
This position sits within the Enterprise Technology Services function (ETS), providing IT Services for the entire organisation.
The ETS function embraces:
- Customer Service Effectiveness: - which ensures the ‘effective delivery’ of ETS to our global customers, including the Integral Onsite service.
- Service Excellence: Accountable for many aspects of IT service across the account including the Global deskside support service.
- Site IT: Responsible for the user experience of end user IT services in specific locations
-
You will undertake the day-to-day front-of-house activities for Onsite Services. In addition, the management of any IT equipment for Joiners, Movers and Leavers, and other key processes that contribute to the overall customer experience of our IT services.
General Responsibilities/Accountabilities:
- Demonstrate excellent customer service skills and a desire to support end users face to face.
- Take ownership of IT issues and work to resolve or assign to the correct support group.
- Perform 1 st & 2 nd deskside support to the customer’s client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team.
- Support IT Tech bars and drop-in clinics as well as assisting with floor walks when required.
- Perform IMAC activities at the deskside
- Update asset management tool in line with documented procedures.
- Manage all assets within their control.
- Document and report
📌 Deskside Engineer (Bogotá)
🏢 Apolis
📍 Bogotá