ICT Service Desk Technician

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best - ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for ICT Service Desk Technician who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".

Purpose of this role

To provide in person and telephone IT technical assistance to BUUK's internal customers in the Cardiff Office. To handle IT issues promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.

Your key responsibilities are

Providing excellent customer service via in person support, over the telephone, email and the ITSM system.

Maintaining the high standards required for BUUK internal service levels.

Working in a front of house position offering in person customer and technical services.

Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.

Support, maintenance, and stock management of hardware on site including Windows laptops, Android mobile devices and associated peripherals.

Support and maintenance of the meeting room conference equipment and general IT Hardware.

Proactively manage communication for all Incident/Request statuses through to resolution.

Provide user support and coaching for end-users utilising BUUK systems.

Maintaining a rapport with customers by understanding their role within the organisation.

Complete the setup of new starters, role changes & leaver, including any necessary training support to operate all BUUK equipment.

Collaborate with the wider IT team based in other locations via phone, email, or meetings to ensure that support on site is provided to the required standards.

Any other appropriate duties as required by the Service Desk Team Leaders or Service Support Manager.

Occasional travel to Woolpit Office or other sites may be required for training and support purposes.

GCSE grade C / 5 in English and Maths, or equivalent.

Experience/Knowledge

Experience working within an IT service desk / IT Support environment.

A customer services background.

Experience supporting Microsoft operating systems, Active Directory and Exchange.

Abilities/Skills

Good verbal skills in person, phone or virtual meetings.

Good written communications.

Excellent problem solving skills.

Highly organised and self-motivated.

Ability to deal with potentially stressful situations calmly.

Assertive, confident, positive and professional manner.

Ability to prioritise to achieve SLA.

Maintain high attention to detail.

Desirable

CompTIA A+ and Network+, Security + or equivalent.

IT based A level Grade C or above / BTEC or equivalent.

Degree or equivalent.

ITIL certification.

Support based Microsoft technologies accreditation.

Knowledge of Remote Desktop Services technologies.

Network troubleshooting experience.

Knowledge of DHCP, DNS, VPN.

Experience using ITSM packages.

Knowledge of smartphone & mobile device support.

Imaging software using products such as Acronis & Autopilot.

Ability to troubleshoot IT related hardware & software issues.

Have a good understanding of IT security and awareness of cyber security best practices.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.