Desktop Support Technician

Desktop Support Technician
UK Defence Academy, Shrivenham, SN6 8LA

Permanent, Full Time

Salary of £29,000 to £31,000 depending on experience plus benefits

The Defence Academy sits within a beautiful and secure site which hosts 2 lakes and is surrounded by acres of scenic woodland. The Academy trains the future commanders and staff officers of all three UK Armed Services and those from many countries around the world.

Serco have an exciting new role as a Desktop Support Technician based at the Defence Academy. The Desktop Support Technician will be working within a team to provide effective IT support to the Defence Academy IT Systems specifically to include PC hardware, software, peripherals and telecoms. This role will provide 1st and 2nd line support, taking responsibility for resolving incidents escalated from the Service Desk, problem identification and management, along with planned preventative maintenance duties.

Main Accountabilities:

• Ensure that desktop related incidents identified through the Service Desk are resolved quickly and efficiently whilst ensuring that service level agreements are met.
• Provide 1st and 2nd line technical support and service to staff and students, including some overseas students, all with differing levels of computer literacy.
• Assist in the preparation, issue and collection of Defence Academy laptops
• Undertake configuration and support of client operating systems, and maintenance and installation of desktop and laptop images.
• Undertake configuration and support of client-based software including security software, system updates and application updates.
• Undertake problem management tasks identifying underlying causes and providing solutions to commonly occurring faults.
• Preparation, rollout, and movement of laptop and desktop equipment as necessary ensuring that asset databases are kept up to date of any change.
• Carry out system administration tasks in relation to user and computer accounts
• Contribute effectively to the establishment and maintenance of the departmental knowledge base ensuring that information is captured that will assist in improving responses and fix times.
• Maintain all internal documentation accurately and review regularly to ensure it is still relevant.
• Assist in IT related projects as directed by the I.T Op’s Team Leader including refresh activities.
• It is a condition of employment that all employees undertake any reasonable task, within any department or area, that they are directed to perform which is relevant to the company’s task at the Defence Academy and is within the competence and ability of the employee.

What you’ll need to do the role:

• Sound working knowledge Microsoft 365 and cloud services, Office products, Microsoft Endpoint Configuration Manager, Microsoft Intune.
• A practical understanding of the relationship between the desktop client and server in a Microsoft Windows Server environment.
• A good understanding of LAN technologies and principles.
• An understanding of ITIL would be an advantage.
• Relevant Microsoft qualifications (Desirable).

Why Join Us?

• Opportunities for professional growth and development
• A supportive and collaborative team culture
• The chance to make a meaningful impact in our organisation
• Opportunities for career progression

What we offer:

The Defence Academy sits within a beautiful and secure site which hosts 2 lakes and is surrounded by acres of scenic woodland. The Academy trains the future commanders and staff officers of all three UK Armed Services and those from many countries around the world. Other benefits of working on this site include:

• Free, secure onsite parking.
• Opportunity to join many sports and activity clubs (heavily subsidised subscription costs).
• Gym membership, the site boasting 2 fully equipped gymnasiums.
• 18-hole golf course (annual membership circa £375).
• Fully equipped riding stables, with the opportunity for lessons.
• Other sporting facilities include tennis courts, Astro-turf football pitches and much more.
• Pension: Up to 6% contributory pension scheme
• Holidays: 25 days' annual leave plus bank holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Mental Health First Aider support on site.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

Due to the nature of the organisation, all employees of Serco are required to be security cleared to SC level. If successful in your application, we would support you with the SC process. As a guideline only, you would normally need to have been a UK resident for the last 5 consecutive years.

To discover more about our careers in Defence, meet our team, and to find out more about what we offer, please follow this Link. We’re also a signatory of the UK Governments Women in Defence Charter, to find out more please click here.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. As a proud Disability Confident Leader and holder of the Gold Inclusive Employer Standard, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 

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