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IT Service Desk Technician

IT Talent Solutions Ltd

Posted on Nov 3, 2022 by IT Talent Solutions Ltd

Bramley, Leeds, United Kingdom
IT
Immediate Start
£22k - £30k Annual
Full-Time

IT Service Desk Technician required for my client based near Basingstoke for a permanent role paying approx. £22-30k

This is an office based role/hours are 9am - 6pm

Due to location, it would be better if you drive.

My client is a Managed IT Services provider and are looking for someone with 6-12 months experience to join their team.

You will be supporting a mix of Windows and Mac users (training can be provided)

The Role

You will be a Service Desk Level 1 Engineer and part of the Service Desk team which is managed by the Service Desk Manager.

Your key responsibilities will be to act as the first point of contact for new client support requests, which are been allocated to the Service Desk Level 1 queue.

Requests are made via a number of methods (support portal, phone, email) and are qualified at Level 1 before support is delivered via telephone and remote support tools.

You will be required to work too predefined processes which are designed to ensure the consistent delivery of professional IT support and customer service. The processes will involve creating new support request tickets within our ITIL-led platform, Autotask, and ensuring that support requests are accurately qualified, support is delivered in a timely fashion and that we meet key performance metrics and Service Level Agreements (SLAs).

You will be responsible for maintaining a consistent first-time resolution performance for support requests that you are assigned, as well as escalating qualified support requests to the Level 2 and Level 3 Service Desk queues in a timely fashion.

Experience

Demonstrable experience working in a first-line Service Desk role delivering telephone and remote support, ideally for an IT service provider supporting multiple client locations

Experience working with a professional ticketing system, such as Autotask, Connectwise or similar

Experience supporting Windows and Mac Users advantageous

Experience supporting users working in the creative industries of Creative Design, Fashion, Architecture, Television, and Film.

Personal

Excellent customer-facing and relationship skills essential

Excellent written & verbal communication skills

Technical Skill-set

Desktop Support:

Experience supporting/troubleshooting the Microsoft Windows Desktop operating system in a business environment

Experience supporting/troubleshooting the macOS operating system in a business environment is desirable

Experience supporting/administering Microsoft Windows Server to a basic level (User Moves, Adds & Changes)

Experience supporting/administering Microsoft 365/Azure

Experience supporting/administering Google Workplace

Networking:

Experience and working knowledge of network topology for small to medium-sized businesses, ie switching, Firewall and perimeter security, DHCP, DNS, Wireless networking, VPN

Benefits:

An industry competitive salary

23 days holiday per annum

Company pension scheme

Ongoing professional/personal development and a training plan

Up to 8 days of funded training per annum, relevant to your position

Reference: 1780920436

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