iXceed Solutions
Information Technology Support Engineer
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Associate – IT Resource
Location: Birmingham, UK
Work Mode: Fully Onsite
Contract Duration: 6–12 months, with possible further extension
Working Hours: 4 hours/day, 20 hours/week
Role Overview
We are looking for an Associate – IT Resource to support day-to-day IT hardware and software asset management, inventory management and IT Service Management activities. The role will involve ensuring effective asset handling, traceability, optimal licence utilisation and compliance with organisational guidelines.
Key Responsibilities
- Handle L1 IT resource-related incidents and service requests.
- Provide day-to-day hardware and software support to users.
- Perform laptop imaging, deployment and troubleshooting.
- Manage receipt, handover and return of IT equipment with relevant documentation.
- Maintain accurate IT asset inventory and configuration records.
- Review day-to-day hardware breakdowns and coordinate with vendor engineers for repairs and resolution.
- Support functional SLA management and service reporting.
- Attend escalated calls from the Service Desk.
- Document changes and perform CMDB updates.
- Support change, release and configuration management activities.
- Analyse historical service data and provide inputs for service improvement.
- Support DR, BCP and business continuity activities when required.
- Participate in assigned BCMS tests and drills.
- Coordinate movement and availability of IT materials and equipment.
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Required Skills & Experience
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- 1–3 years of experience in IT Support, Service Desk, Desktop Support or IT Asset Management.
- Hands-on experience with laptop imaging and troubleshooting.
- Hardware and software troubleshooting skills.
- Experience in IT asset/inventory management.
- Knowledge of Incident, Request and Service Management.
- Good understanding of ITIL / IT Service Management processes.
- Exposure to CMDB and Configuration Management.
- Experience with ITSM tools such as ServiceNow or similar platforms is desirable.
- Strong communication and coordination skills.
- Ability to manage multiple tasks and priorities.
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