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Desktop support engineer

Company overview

Innovation Group manages critical incidents in the car and home on behalf of the world’s leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide three principal advantages to our clients and their customers.

Our 3,300 employees across Europe, North America, Africa, Asia and Australia serve over 1200 clients, including 15 of the top 20 global general insurers and three of the top five fleet and lease management companies. We aim to continually go beyond expectations for our clients and their customers. Each year we process over four million insurance claims, saving leading insurers tens of millions of pounds; we create thousands of sales opportunities for dealerships and OEMs through our service plan and warranty business; and we apply the data we gather to lead positive change across all the sectors we service.

Job purpose:

We currently have an exciting opportunity to join our technology team in providing end user support to Innovation Group, ensuring we meet expectations of internal stakeholders. You will be required to resolve issues and monitor incident trends, whilst troubleshooting Windows and Office platform where necessary.

Key responsibilities:

  • To provide 2nd level desk side and telephone support for desktop infrastructure (850 users in the UK, 3300 users globally) including hardware, operating system and file system
  • To investigate and resolve incidents within agreed SLA’s and to identify and escalate incident trends
  • To take ownership of support documentation and procedures. Ensuring documentation is updated on a regular basis and recommending procedural improvements where required
  • To provide user account management
  • To contribute to internal infrastructure projects
  • To be part of the desktop support team providing desktop support.  The IT services desktop function is manned with an on-site presence between the hours 08:00 – 17:30 Monday – Friday.  You will be required to work a shift that covers these core hours)
  • Provide support to the asset register solution and associated license reconciliation programme
  • Position based in Whiteley but required to provide support to our remote offices also
  • Support home/remote workers
  • Manage the mobile phone suite – 320 user (Windows\Android\IOS)
  • Purchase IT desktop equipment for UK users
  • Supporting and troubleshooting Windows 7 and Windows 10 in an enterprise environment
  • Supporting and troubleshooting Office 2013 and Office 365
  • SCCM administration

 Knowledge & skills required:

  • SCCM knowledge (Preferred)
  • A demonstrable understanding of Active Directory and GPO
  • Experience in diagnosing and troubleshooting HP/Konica printers and scanners
  • Proven experience in dealing with and supporting customers at all levels
  • Understanding of anti-virus solutions
  • Proven track record of outstanding customer focus
  • Proven experience of operating in a busy customer facing area
  • The ability to work to tight deadlines
  • Good understanding and competence of security best practices

Experience required:

  • Office 365 experience
  • Anti-virus experience
  • Understanding of networking methodologies and principles
  • Support of HP desktops and laptops
  • Some Sip and digital phone knowledge
  • To have operated in a large organisation (500 users plus)
  • Willing to do what it takes to make the user experience the best it can be
  • Assist first line with support and training when required

Company values and behaviours

We believe in going beyond expectations for our clients and their customers at every turn. Our aim is to inspire positive change in the sectors we serve. To do this we are clear, visionary, can-do, together and transformational.

Clear – We are customer focused, and this gives us complete clarity on where we’re going and why. Improving the customer experience and delivering in the moment of truth is everything. We have a clear sense of others’ needs and have the depth of knowledge that enables us to respond.

Visionary – We constantly look at things differently, question the status quo, ask ‘what if…?’ We’re imaginative. Not only does our culture give permission to be thought provoking, innovative and creative, these things are highly valued and rewarded. We’re ambitious for improvement.

Can-do – We’re a positive, can-do organisation, which makes it a happy place to work in and a great organisation to deal with. We recognise that people work better when work is fun – we want them to enjoy every day. We all strive to create an ethos in which great ideas can get ahead.

Together – We work together to make things happen: we’re collaborative. Fundamental in making togetherness real and credible is being trustworthy. That means being consistent in our level of service; reliable in doing what we say we’ll do, when we say we’ll do it; and open and honest in our dealings.

Transformational – The combination of all of these qualities gives us the power to take things further for our clients and their customers. We want to go beyond what people thought possible and be a formidable force for transforming the customer experience of risk and the impact of incidents on lives.




United Kingdom

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