IT Support/Service Desk Technician

IT Support/Service Desk Technician

IT Support/Service Desk Technician to be responsible for providing effective customer IT Support for the client's business covering all aspects of IT software and hardware.

AREAS OF RESPONSIBILITY:

- Ensure the Service Desk is the first point of contact and go to point' for all IT hardware, software & telephony support requests.

- Responsibility for ensuring all incidents and requests are recorded and dealt with according to company procedures & agreed SLAs, through the use of the Service Desk software.

- To coordinate and/or diagnose issues and perform hands-on fixes, remotely & desk side while assigning the appropriate levels of priority and resource.

- Maintain the asset register ensuring all hardware is correctly recorded.

- To assist in building & maintaining the IT knowledge base of issue resolutions and How To' information.

- To build & deploy various client devices such as desktop and laptop PC's, mobile devices.

- To help deploy & maintain a variety of software applications ensuring compliance with licensing agreements.

- Assist in delivering and supporting projects when required working with other Sections of IT and the business.

- Train and educate new starters of correct IT hardware and software use.

- Occasional travel to other client sites.

- Occasional out of hours work for tasks such as Office moves to limit the impact on the business.

EDUCATION & QUALIFICATIONS:

- GSCE including English and Mathematics (A-C)

- ITIL Foundation desirable

SPECIFIC/TECHNICAL SKILLS:

- Working knowledge of Microsoft based operating systems eg Windows 10, server 2016/2019

- Understanding of PC hardware and software set-up and configuration.

- Knowledge and experience of IT security technologies, processes and policies.

- MCP certifications would be desirable.

KNOWLEDGE & EXPERIENCE

The ideal applicant will have substantial experience of working in a customer service-facing role in an IT department.