*It is ESSENTIAL for this position that you have a current, transferable SC clearance*

Overall Job Purpose:

To provide 3rd Line technical desktop environment hardware and software support. The role will also be responsible for the testing and validation of desktop standard operating environment, including build images and software capability. Also act as the technical interface between the Infrastructure Support and desktop environments. To handle all IT related enquiries and provide 3rd Level support.

Main Duties:

- To provide remote technical support to the customer's user base to achieve contractual Service Level Agreements
- The ability to communicate technical issue to a non technical audience
- Incident Management of major incidents
- Document all technical solutions within the Service Desk knowledge base
- Provide technical support and training to 1st and 2nd Line Service Desk Analysts
- To record all incidents / changes within the Service Management tool
- Contribute to delivering a 'Service Desk Fix' target of 60%
- Review and update 'known errors' database
- End to end ownership of all Incidents / Changes / Problems through to closure
- Identify and work towards service improvements
- Assess, prioritise and manage workload ensuring contractual obligations are achieved
- Contributing to delivering team performance
- To provide statement of work and technical analysis for chargeable work outside the contract
- Communication with the customer and infrastructure to agree best practice
- Testing of new Hardware and documenting
- Assist with the validation and testing of the master desktop image
- Provide support for validation and testing of specific software packages, that will be delivered via local and remote loading processes
- Writing test plan documentation for new Hardware and Software products
- Writing of user documentation to support the front office hardware and software infrastructure
- To keep up to date with advances in hardware and software technologies, and provide advice accordingly
- Investigation into new product and solutions including recommendations
- Providing support to packaging and imaging teams
- To liaise with suppliers in the correction of faults and the implementation of software and hardware fixes and upgrades. Ensuring that all faults and upgrades are documented

Knowledge, Skills & Experience:

Qualifications;
- ITIL awareness
- MCDST or MCP
- SC Clearance

Previous Experience;
- Experience of working in a desktop support environment at a 2nd line role or above
- Systems administration
- Facilitation skills
- Information provision
- Business change / process mapping
- Process re-design

Knowledge;
- Operating systems e.g. Windows XP / 2003 / 2008
- System configuration
- Hard disk and software encryption tools (Stonewood, PGP & Becrypt products)
- Peripheral access management systems (Lumensions)
- Working knowledge of MS SCCM
- Knowledge of remote access technologies
- An excellent understanding of Microsoft Office Applications
- WIN7
- Office 2010
- Awareness of databases
- Krypto procedures
- Blackberry Support & Handset configuration