Eurolaser Technologies Ltd
Information Technology Desktop Support
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Information Technology Desktop Support
Job Title: Desktop Support Engineer
Duration: One year (contract) Schedule: Mondays-Fridays (full-time on-site) Location: 3 City Place, Beehive Ring Road, Gatwick, West Sussex, RH6 0PA, United Kingdom Contract Type: Freelance Starting Date: Immediate
About the Role
The Desktop Support Engineer (freelance) will be responsible for delivering onsite IT support and services to end-users at the designated location, following Global IT Operations (GITO) guidelines while ensuring compliance and advocating for process improvements.
The role also involves cross-site support when needed, supporting local business operations and user interactions while adhering to security and service standards.
Key Responsibilities & Accountabilities
1. On-Site IT Support
- Provide day-to-day IT troubleshooting, helpdesk support, and incident resolution via drop-in ("Genius bar") walk-in support.
- Execute assigned service desk tickets:
- Analyze, escalate, and manage issues within agreed SLAs.
- Liaise with incident managers and third-party vendors as needed.
- Collaborate with Tier 1 teams for physical-assisted IT installations and infrastructure support.
- Ensure IT security incident resolution is timely and documented.
- Maintain IT service quality alignment with client standards, documenting responses in tools like ServiceNow/KCS.
- Translate business needs into technical solutions for end-users.
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2. IT Infrastructure Support
- Collaborate with GITO Infrastructure/SME teams to safeguard service availability.
- Assist in local critical infrastructure incident resolution with the support team.
- Monitor and define local infrastructure interdependence (e.g., connectivity, hardware upgrades).
3. Engagement with Business Units
- Act as a Local GITO representative, interacting with user communities and the Service Desk.
- Distribute and translate local communications related to IT support (when required).
- Promote the $ Pop-ups/shift-left self-service approach to reduce support load.
- Provide IT awareness training and tutorials for security policies, O365, Teams, and other corporate tools.
4. IT Equipment Resources
- Ensure compliance with Global IT guidelines for:
- Providing standard equipment to employees.
- Handling hardware requisitions/allocations (e.g., laptops, peripherals, AV).
- Maintain up-to-date asset inventories (for both hardware and software tools).
- Work with the Hardware Asset Manager to manage supply levels.
5. IT Project Collaboration
- Contribute to Agile/IT projects under leadership guidance, including:
- Onboarding for corporate systems (e.g., O365, Teams refreshes).
- Supporting transition roadmaps where necessary.
- Execute Agile/Jira-style workflows, including tasks tracked in Kanban tools.
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Requirements
- Fluent English (Written/spoken) – non-negotiable for daily interactions.
- Proficiency in IT support tools (ServiceNow, KCS, SAP, expected).
- Troubleshooting background with hands-on experience in:
- Maintaining workstations/laptops.
- Endpoint security configurations.
- Network infrastructure basics.
- Understanding of Agile/Kanban methodologies.
- Ability to uplift support staff in a train-the-trainer context for new tools/policies.
- Confidence in vendor relationship management (where delegated oversight).
- A customer-obsessive mindset, with a focus on IT user satisfaction.
Must Have Skills
✅ ITIL/Agile Certification (Preferred but not mandatory). ✅ Hands-on experience with Global IT environments (for smooth integration). ✅ Strong documentation discipline (creation as well as updating KCS entries).
Why Join Us?
Flexibly-skilled contract role to hone onsite formula engineering and self-service adoption in a dynamic team. Trained to span segments across IT, IT Security, and Operational Standardisation.
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