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IT Desktop Coordinator - Senior

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Wood

4d ago

  • Job
    Full-time
    Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Madrid

AI generated summary

  • You must have desktop support experience, strong troubleshooting skills with Windows OS and peripherals, knowledge of network security, and the ability to provide clear remote assistance.
  • You will troubleshoot technical issues, manage multiple cases, escalate unresolved problems, document solutions, ensure proper asset management, and collaborate with support teams while staying updated on tech trends.

Requirements

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Hands-on experience with Windows OS, mobile devices, peripherals, Intune and SCCM deployment methods as well as excellent proven troubleshooting skills.
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving and multitasking skills

Responsibilities

  • Diagnose and troubleshoot technical issues, including account setup, software issues, hardware, and network configuration – from hire to retire
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed SLA
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Where the issue cannot be resolved then a scheduled desk visit or site visit when issues need hands on troubleshooting
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Use the Knowledge Base or external resources to provide accurate technical solutions
  • Ensure all issues are properly logged with regular updates documented
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge in the form of ticket notes and Knowledge Base entries
  • Walking customers through installing applications and computer peripherals
  • Image machines on arrival and on return, ensure that all returned stock has been reimaged
  • Use asset management solutions to ensure that all client PC assets are recorded and perform stock checks to provide accuracy of the data. Any assets to be disposed of should be done so following the correct procedures and the asset management solution updated to show this
  • Ensure that users are provided with the correct PC (fit for purpose) to perform their job role
  • Collaboration with other support teams to highlight trends, ongoing issues and share knowledge
  • Keeping up with technology trends and updates and a willingness to learn new software and tools
  • Proven experience within IT Desktop Support

FAQs

What type of issues will the IT Desktop Coordinator be handling?

The IT Desktop Coordinator will handle simple IT issues including account setup, software problems, hardware concerns, and network configuration from hire to retire.

What tools will be used for providing IT support?

IT support will be provided through telephone, email, and chat applications, utilizing our IT user support tool service.

Is face-to-face support required?

Yes, the role requires providing onsite support for technical solutions and offering face-to-face guidance.

What is the focus of the IT team at Wood?

The IT team at Wood focuses on attracting, retaining, and developing talent while working on innovative projects to shape the future of IT within the company.

How is troubleshooting performed by the IT Desktop Coordinator?

The IT Desktop Coordinator will diagnose issues by asking targeted questions to understand the root problem and will guide clients through troubleshooting steps via different communication channels.

How should unresolved issues be handled?

Unresolved issues should be properly escalated to appropriate internal teams for further assistance.

Will the IT Desktop Coordinator be required to document issues and solutions?

Yes, the IT Desktop Coordinator must ensure all issues are logged with regular updates and document technical knowledge in ticket notes and Knowledge Base entries.

What kind of experience is required for this position?

Proven experience in IT Desktop Support is required, specifically as a Desktop Support Engineer, Technical Support Engineer, or in a similar role.

What technical skills are necessary for this role?

Hands-on experience with Windows OS, mobile devices, peripherals, and deployment methods like Intune and SCCM, along with excellent troubleshooting skills, is necessary.

Is knowledge of network security practices important for this role?

Yes, knowledge of network security practices and familiarity with anti-virus programs are important for ensuring the security of the systems being supported.

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Wood

Energy
Industry
10,001+
Employees
1912
Founded Year

Mission & Purpose

Wood is a global engineering and consulting company that provides services to various industries, including energy, infrastructure, and environmental sectors. They offer a wide range of engineering, project management, and technical consulting services to help clients design, build, and operate their projects. Their ultimate mission is to contribute to the sustainable development of the world by delivering innovative and efficient solutions to complex challenges. Wood's purpose is to create a positive impact by supporting their clients in achieving their goals while minimising environmental impacts and enhancing the well-being of communities they serve. Through their expertise and commitment to excellence, they aim to drive positive change and make a difference in the industries they operate in.

Culture & Values

  • Care

  • Commitment

  • Courage