Service Desk Specialist
Role details
Job location
Tech stack
Job description
The Service Desk Specialist's role is to be part of a team delivering a Best-in-Class service desk experience for our end-users.
This includes actively managing end-user requests for assistance and dealing with service incidents within established SLAs. This role is the ideal entry point into the Tech team, and you could develop your career in many teams such as Networks, InfoSec, Business Intelligence, and Service Management.
The Role is based in our London office; however, you may be required to travel to our other regional offices and depots.
What you'll be doing
As Service Desk Specialist, you are responsible for:
- Providing Level 1 and 2 support to end-user requests.
- Recognize and escalate advanced or challenging service requests or incidents.
- Record, track, and document the service desk incident process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
- Participate in Knowledge Transfer amongst colleagues.
- Contribute to knowledgebase articles on a regular basis
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through the internal and external knowledge base as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Carry out any other tasks as reasonable requested by line management
Requirements
Do you have experience in macOS?, Knowledge & Experience
Technical Foundations
- Customer service experience from any sector e.g. retail, hospitality, or another service desk role
- Formal qualifications in IT such as Computer Science degree, CompTIA A+
- Experience or knowledge of ITIL
- Excellent troubleshooting and RCA skills
- Experience with desktop operating systems, including [Windows 11, MAC OS and Linux].
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Active Directory (user accounts, password resets)
- Basic Networking (DNS, DHCP, TCP/IP, VPN)
- Hardware & Software Troubleshooting
- Mobile Device Support (iOS / Android)
Service & Communication
- Incident Management & Request Fulfilment
- Troubleshooting & Problem Solving
- Clear Verbal & Written Communication
- Ticket Handling & Prioritisation
- Working to SLAs
Tools & Platforms
- Ticketing Systems (Jira Software, HaloITSM)
- Remote Support Tools (TeamViewer, RDP)
- Knowledge Base / Documentation
Personal Attributes
- Customer service experience
- Experience working in a team-oriented, collaborative environment.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Curious, proven analytical and problem-solving abilities.
- Ability to effectively prioritise and execute tasks in a high-pressure environment.
Benefits & conditions
Out-of-home Advertising is a well-established medium undergoing a digital revolution, and one we believe we are unique positioned to capture.
You will be at the forefront of this journey, working with your peers to lead the way.
As part of this you will get to grow and learn by working with the latest tech, joining with innovate partners, and working with great colleagues on a day-to-day basis.
You will have influence and you will have the opportunity to create something you will feel proud off.
The package will also include:
- 33 paid holidays inc bank holidays
- Company Pension Scheme paid up to 8%
- Healthcare Cash Plan
- Life Insurance and group income protection scheme
- Cycle to work scheme
