Job Description:
Role Overview
Act as the senior point of contact and subject-matter expert for deskside support services, providing on-site technical resolution of desktop, laptop, and connected-device incidents and requests. Work in partnership with the client on-site — often across multiple locations — resolving complex issues, supporting VIP users, mentoring junior engineers, and driving continuous service improvement while maintaining SLA compliance.
Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.
Please note that the role will require attendance on site 5 days a week.
Key Responsibilities
- Act as the Deskside Services point of contact for users, providing technical resolution of desktop incidents (hardware and software) and handling requests for moves/changes.
- Build, configure, and deploy desktops, laptops, and VDI terminals to end users; perform software installation/deployment and asset/peripheral deployments.
- Perform hardware installation, upgrade, and break-fix for desktop, laptop, and server; provide smartphone support (Android & iOS).
- Conduct in-depth investigation into complex issues; deliver VIP support with exceptional care, speed, and efficiency for high priority/impact incidents.
- Manage own tickets throughout their lifecycle, prioritise work to meet SLAs, address aged/pended tickets, and monitor SLA compliance in real time.
- Keep customers updated throughout the incident lifecycle and accurately update the Incident Management System with progress and resolution details.
- Coordinate resolution of technical and client issues, escalating to the Operations Manager / Service Delivery Manager as necessary.
- Recommend and help implement service improvements; assist with customer projects and provide occasional regional coverage/travel.
Technical Skills & Experience
Essential:
- Microsoft Windows 10 & 11 — deployment, configuration, and support.
- Microsoft Office 2016 onwards / Microsoft 365 and Outlook.
- Microsoft SCCM — operating system and application deployment.
- Proven software and hardware troubleshooting; prior experience in a deskside support role.
- Remote control software (Remote Assist, RDP), TCP/IP, and general networking.
- Active Directory management.
- Soft skills and stakeholder management
- Willing to travel and work on a client premises
Desirable:
- Microsoft Entra; Windows 11 Autopilot & Intune.
- Endpoint security (e.g. Trellix EPO and client-side agents).
- Client encryption and VPN — BitLocker, Cisco, F5, Zscaler.
- Wi-Fi configuration/troubleshooting and Windows Security configuration.
- Legacy operating system experience.
Qualifications & Accreditations
- Technical Microsoft accreditations.
- Service Management (ITIL) awareness.
- Full UK driving licence and access to a car (for travel to satellite sites).
- Right to work in the UK; hold or eligibility to obtain DV Security Clearance
Soft Skills & Attributes
- Self-motivated team player with strong technical and interpersonal skills.
- Good verbal communication across all organisational levels.
- Concise, accurate written communication — call logging, documentation, and email correspondence.
- Strong time management and organisational skills.
- Able to multi-task in a dynamic, rapidly changing environment and work independently or as part of a team.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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