Deskside Specialist - App Packaging
Technical Support, Berkshire (Slough)
Deskside Specialist - App Packaging
Technical Support, Berkshire (Slough)

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

You will be working as Part of a team of Desktop Specialists, in a shared services team.  The role will require you to work on multiple clients.

 

The Desktop Specialist – Packaging and Virtualisation role is responsible for effectively and efficiently providing desktop Application Packaging in App-V, SCCM and scripting.

You will have a good working knowledge of the Windows OS environment, Office and basic network knowledge, supported by an IT qualifications. You will also be comfortable with working remotely to support users.

You will have experience of working in a Desktop environment and have excellent customer skills.

You will be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines. 

You will act as an escalation point to the 3rd line engineers and provide guidance and knowledge transfer.  You will have a proven track record in application packaging in an enterprise environment.

You will have experience of administering virtual machines and a basic level of Azure IaaS experience.

The successful candidate will need an understanding of ITIL methodology, excellent administration and communication skills. 

What you'll need:

 

Responsibilities:

Technical

• Application packaging and deployment mechanisms, such as SCCM and Intune.

• Managing Windows 10 virtual machines on a VMware and Azure platform.

• Desktop Application Services including but not limited to – electronic software distribution, patch management, image management, application packaging, mobile device and application management, virtualization.

• Security including but not limited to – antivirus, antimalware, antispyware, encryption, single sign on.

• Complete Laptop, Desktop builds and setup prior to deployment to the user

• Provide remote support for deployment of new equipment or resolution of faulty equipment

• Assist multiple accounts in project work as and when required.

• Provide a reliable and knowledgeable source of information on IT hardware, software and working practice. 

• Conduct proactive management of customer environment, identifying potential improvements to deliver increased stability, availability and performance.

• Keep abreast of new developments in software, hardware and virtualisation.

 

Administrative

• Excellent written and verbal communication skills in English. 

• Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that agreed SLA’s and KPI’s for the service are maintained. 

• Liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service is delivered to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders. 

• Develop sound knowledge of all IT processes. 

• Ensure that all legal and legislative requirements in relation to IT are adhered to and followed. 

• On an on-going basis, identify activities that can be performed by 1st and 2nd line support – document and hand-over detailed instructions to the NTT DATA Service Desk.

• Conduct health checks and reporting.

• Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues.

• Maintain and update the knowledge base and other tools on a regular basis –                                                     detailing known issues & their work-around detailing common/recurring issues & resolution steps

• Strictly adhere to NTT DATA and Client policies, processes and guidelines – including timesheet submission, leave communication/logging, the Security Management Plan etc. 

• Maintenance of records and documentation.

 

Customer / User

• Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution.

• Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager.

• Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day-to-day basis.

• Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services.

• Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live

• Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible

 

Other reasonable duties as determined from time to time

Skills required - please list technical or soft skills required from the candidates

Essential Criteria:

• Comprehensive experience of desktop deployment and support - Packaging

• Detailed technical knowledge of application packaging, gained in a hands-on technical support role.

o MSI Packaging

o App-V packaging (advantageous)

o Scripting

• Solid understanding of Active Directory, DNS and Group Policy.

• Office 365 Applications

• Experience of working in an ITIL environment

• Experience of working with 3rd party vendors to resolve incidents

• Knowledge of Antivirus / Malware tools

• VPN technologies and remote working requirements.

• Proactively liaising with users in non-technical manner.

• Managing difficult users and stakholders. 

 

Desirable Criteria:

• Microsoft certifications for Windows 10, Office 365 and SCCM

• macOS knowledge

• Application packaging experience

• Knowledge on management of Virtual Desktops (Citrix preferred)

• ITIL v3 Foundation is desirable

Experience:

Experience within a similar customer focused role.

Attributes

• Demonstrate practical knowledge and problem-solving strategies

• Contribute to the continual improvement plan of the department

• Focus on professionalism, be ‘the best’. 

• Focus on communication.

• Be an efficient, flexible, reliable and continuously improving local technical resource in support of Business Units use, exploitation and development of IT. 

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

Location
Slough City Centre

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

NTT DATA
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