Service Desk Engineer

The Service Desk Engineer role is critical to ensuring that all Talogy staff are able to work reliably and efficiently, enabling them to meet their own and client deadlines. This involves ensuring that staff have all the equipment, software, access and training they require, and that issues are resolved quickly and effectively. The role includes procurement, configuration and maintenance of all end-user devices.

This is a full-time permanent role, covering core office hours Monday to Friday in their region, and the occasional expectation to work outside of typical office hours. This is an on-site position, based at our Talogy office. Some occasional travel may be required other regional offices.

• Responding to all helpdesk queries in a timely and effective manner.
• Ensuring that all issues are pursued to resolution and escalated where appropriate.
• Providing a high standard of service and excellent communication to our internal clients.
• Providing support both locally and as part of a wider global team.
• Building, installing, configuring PCs, and performing software upgrades.
• Diagnosis, troubleshooting, and resolution or escalation of PC, networking, OS, application, printing, and other issues.
• Carrying out appropriate testing processes prior to deploying hardware or software.
• Working with appropriate departments in the implementation of large-scale solutions across an international organisation.
• Ensure that all users and devices comply with Talogy's security policies and procedures.
• Creating and maintaining technical and problem/resolution documentation, asset inventory, etc.
• Contributing to process and service improvement initiatives.
• Ensuring that the asset management system is kept up to date at all times
• Performing other ad-hoc duties as assigned.

• Strong experience troubleshooting Microsoft Windows systems.
• Good skills with Office 2016 and the Office 365 applications and environment.
• Knowledge of basic network operation including Wireless Networking, Ethernet, and TCP/IP fundamentals.
• Understanding of print functions and experience troubleshooting printing issues.
• Experience in assisting remote users across multiple time zones.
• Knowledge of VOIP phone systems.
• Excellent diagnostic ability.
• Ability to communicate effectively and courteously with staff and clients.
• Previous experience in a support / helpdesk environment.
• Perform consistently as a good team player with a positive attitude.
• Ability to multitask, manage tasks and time effectively, and stay well organized in a fast-paced environment following projects from beginning to end, providing updates along the way.
• The job may require occasional travel to remote sites domestic and international.
• Some activities may require evening or weekend work to be undertaken in support of the IT network.
• Must be able to obtain various US Federal and/or UK security clearance.

Understanding and Supporting People

Communication: Asks questions to verify own understanding. Conveys ideas and information clearly. Tailors content to make it relevant for the intended audience. Checks to ensure messages have been understood.

Building Relationships: Seeks out relevant contacts. Interacts with others in a respectful way. Leverages shared interests to build relationships. Tries to maintain a network of contacts.

Teamwork: Offers to help others with their work. Openly shares relevant knowledge, expertise and information. Respects others' talents, expertise and contributions. Collaborates with others to achieve common goals.

Evaluating and Influencing Change

Critical Thinking: Evaluates evidence and information for accuracy, relevance, and importance. Identifies assumptions and inconsistencies by asking the right questions. Provides evidence and reasoning to support conclusions and decisions. Focuses on the facts and evidence available.

Learning Agility: Applies skills/experiences/lessons learned to new contexts. Suggests different approaches when initial efforts fail. Learns quickly when facing new issues. Applies principles and rules of thumb acquired through experience to effectively navigate new and challenging situations.

Problem Solving: Seeks to understand issues at the core of problems. Gathers information about problems and challenges. Suggests appropriate actions. Shows awareness of the benefits and drawbacks of solutions.

Driving and Delivering Quality

Personal Development: Reflects objectively on experiences and past performance for lessons learned. recognizes own development needs and identifies how these can be addressed. Seeks out feedback and new experiences to learn from. Practices new skills and approaches when given the opportunity.

Prioritizing and Planning: Prioritizes tasks and assignments with direction from supervisor. Uses an orderly and structured approach to work. Follows set plans to achieve objectives. Informs supervisor of priorities and commitments.

Quality Focus: Takes a thorough and detailed approach to work tasks. Checks own work carefully to ensure quality, accuracy and completeness. Strives for top quality performance in all work assignments. Detects mistakes and inconsistencies as they arise.

Self-Sufficiency: Works independently to try to find solutions. Resolves problems through resourcefulness. recognizes when it's appropriate to escalate issues. Reaches out for help when task, problem or situation exceeds own ability, or potential negative consequences are possible.

We know everyone's career journey is unique, subject to changes in personal circumstances and interests. We won't tell you what path you should take, but we will provide you with guidance on activities that can support whatever direction you wish to take.

That's why we have made development toolkits at Talogy, and there is one for every level in every job family. You can find the toolkits here on SharePoint, so please feel free to explore that resource center, especially if you're interested in generating ideas for personal and career development activities. We encourage you to not only look at the toolkit for your current level and job family, but look at the level above, or even in different groups where applicable.

All other role profiles at Talogy can be found in the same place, if you are interested in exploring a specific role and its requirements.

We have also published guidance on Talogy's career advancement/promotion process in the same area as the development toolkits and role profiles. When you feel ready to make a career move, that document provides clarity on the steps you need to take to pursue your ambition.

If you have any questions or wish to speak to someone about career development at Talogy, please feel free to contact your partners in the People Operations team.