Desktop Support Engineer

- Provide hands-on and remote 1st and 2nd line technical support for end users across EMEA, covering Windows endpoints, mobile devices (iOS/Android), VDI (Citrix), applications and peripherals. - Carry out routine technical activities including device imaging, build and configuration of workstations, patching, application deployment and basic hardware refreshes. - Perform daily checks on laptops, printers and other critical devices, recording issues accurately and escalating where required. - Collaborate with third-party vendors and resolver groups to troubleshoot and resolve issues effectively. - Administer SCCM (or modern management equivalent), including workstation patching and configuration management. - Maintain accurate asset records, following compliance and security procedures. - Support the wider Infrastructure team as needed, including out of hours work such as technical recovery readiness. - Act as a first point of contact at TechBar and via remote channels across EMEA, providing courteous and professional support. - Work with customers, internal service delivery units and suppliers to ensure an appropriate level of service is delivered, meeting target KPIs. - Take ownership of assigned incidents and service requests and maintain timely, accurate updates in the ITSM platform. - Resolve incidents and service requests at first contact where possible. - Contribute to knowledge articles and documentation under supervision. - Participate in swarming sessions to resolve complex issues collaboratively. - Support training sessions and assist in preparing materials. - Support IT projects, by contributing to planning, documentation, and implementation activities. - Participate in team meetings and Agile ceremonies, sharing ideas for service enhancements. - Identify and propose simple improvements to workflows and processes, to increase efficiency and improve user experience.