We are currently hiring for a 1st Line IT Service Desk Engineer to supervise the provision of advice, assistance, and solutions in any area associated with the effective use of information and communications technology and their environments, procurement, provision, delivery, and maintenance.

Youll provide project support for designated projects; provide support for running the overall programme of projects; provide administrative backup for the Technology Group as and when required.

The role can be carried out on hybrid working model of 2 days on site and 3 days remote.

Service Desk Analyst - 1st Line

What does our IT Service Desk do?

This role is located at either our Belfsat, Northern Ireland or St Ives, Cambridgeshire England offices.

We are looking for you to have the following attributes:

A passion for customer service.

Confident and effective communication skills, both verbal and written.

Comfort working in a highly dynamic, fast-paced and constantly evolving environment.

Strong team ethic.

A hunger for continuous improvement.

A natural talent for seeing the bigger picture and beyond what is in front of them.

Confidence in speaking out when required to do so.

An interest in technology and a restless desire for continuous learning.

Previous service desk/IT experience desirable but not necessary

Within this role we would expect you to:

Act as a routine contact point, receiving and handling requests for support from internal business users.

Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.

Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.

Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.

Assist users in defining their access rights and privileges.

Perform security administration tasks and resolve security administration issues.

Investigate minor security breaches in accordance with established procedures.

Contribute to the creation of support documentation.

Principal accountabilities

1.Support a Service Desk team (consisting of a Support Officer and Business Support Officer)

2.Lead on calls concerning the operation or interpretation of one or more information systems, and the direct provision of rapid and appropriate responses, including: channelling requests for help to appropriate functions for resolution, monitoring progress, and keeping users appraised of progress.

3.Responsible for providing responses to escalated, complex and high impact user calls in a timely fashion. Responds to set priorities for resolving incidents, reporting on progress and apply escalation procedures for problems not progressing satisfactorily.

Technical requirements/experience/qualifications

1. Demonstrable ability and experience of project delivery and supporting all aspects of large projects/programmes

2. Good skills in using standard project office software such as Word, Excel, PowerPoint and MS Project

3. Excellent verbal and written communication skill

4.Demonstrable competence in problem solving within the context of logging and controlling queries and requests for information system and related assets and changes to information systems.

5.Able to troubleshoot problems, produce relevant documentation, and manage escalations.

6.Capable of understanding a user's technical needs or issues, gathering information, communicate regularly, and deliver a working solution.

7.Proven experience working and delivering projects, as a contributor, and/or acting as the Technical Lead

8.Good knowledge of supporting most of the software products or platforms below:

Hardware

• Desktop PC & Laptops
• Apple Macs (Laptops, iMacs and Mini)
• Mobile devices (iPhone and iPads, Surface Pro, Android devices)
• Local and networked printers and scanners (including Multi-Functional Devices)
• Hubs and Switches for local networking
• Telephony (Cisco, Mitel, ACD)