IT Service Desk Specialist

The duties of the IT Service Desk Specialist include being a reference point for all IT related queries from internal users, ensuring all information is captured into a defined ticket, together with desired outcomes. This also includes managing the support queue, delivery exceptional service when dealing with requests that arrive via a ticket into our ITSM tool, telephone or face to face.

The IT Service Desk Specialist will be involved with majority of break/fix IT issues either directly or as an escalation point to our IT Support Technicians.

This role is estimated 1st line Support (40%) and to be 2nd and 3rd line support (60%). This may change during busy periods or when working on projects.

Responsibilities

As an IT Service Desk Specialist for IPRS Group, your responsibilities will include:

Main job duties:

Completing allocated tasks to a high standard

Supporting with new hardware requests, setup (When required).

Completing assigned project work to a high standard.

Answering inbound calls, recording IT issue requests within a ticket, with desired outcome and time taken. (During busy periods)

Include monitoring, maintenance and improvements of all Servers, Systems.

Administration of SharePoint, M365, Entra, Intune.

Working on initiatives and improvements to our Halo ITSM Platform

Working on Projects and implementations of new IT Systems / Projects for IT Improvements.

Working on Automation, scripts, tooling for IT Support Technicians to utilise.

Daily Job Duties:

Be an escalation point to our IT Support Technicians, and other IT Colleagues.

Providing 2nd / 3rd line IT Support across all businesses of IPRS Group

Working through tasks, as prescribed from the IT Management.

Weekly job duties:

IT System checks

Asset Management checks

Reporting to IT Management on ongoing IT Issues

Ad-hoc job duties: (When Support Demands are higher than standard / Covering - Absence)

Provide onsite and remote IT Support to end users across all businesses, enabled by a ticketing system, within set SLA times and business priority

Updating knowledge base and SOPs

Travelling to remote sites to support the IT Team or onsite users (On rota with multiple colleagues).

GNVQ/NVQ Level 2 qualification or equivalent or

6 GCSE/O level passes Grade 9-4 (A*-C) or equivalent, including English and Math

Recognized ICT qualifications (D):

CompTIA A+

CompTIA Security+

MCSA: Windows 11

Full UK Driving License (E)

Ability to pass DBS Checks (E)

Experience:

A minimum of 5 years IT experience (E)

Experience of using various Microsoft programs (E)

Experience of using IT technologies:

Clients; Windows 11, Desktop, Laptop, Mobile Phones and tablets (E)

Servers: Windows Server, Linux Distributions, Azure Cloud (E)

Domain: Active Directory, Group Policies and File Servers (E)

Security/Networks: Anti-Virus, Backups, Firewalls, Routers, VPN, Telephony (3CX) (E)

Administration of SharePoint, M365, Entra, Intune. (E)

Experience using IT Solutions:

Using and Supporting Microsoft Office (E)

Supporting computer networks (E)

Installing PCs/Upgrading software (E)

Supporting custom applications (D)

Data download and transfer (E)

Network and system monitoring (E)

Routine system administration (E)

Advanced Halo PSA / ITSM experience (E) for workflow, automations, runbooks etc.

Skills:

Ability to communicate effectively with internal and external customers verbally and in writing (E);

Ability to time manage to meet agreed deadlines in a demanding environment (E);

Ability to build good relationships (E);

To be professional and have a competent manner (E);

Clear and concise written and spoken communication skills, in particular a friendly telephone manner (E);

Attention to detail and the ability to record information accurately (E);

Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment (E);

Understand change management processes and their importance (D)

Understand and follow procedures where set (E)

Ability to work on own initiative in a proactive manner (E);

Team worker who is flexible and has a positive attitude to learning and self-development.

Well-organised and able to take responsibility for assigned tasks

The applicant will need to be able to demonstrate an excellent level of technical knowledge and be able to apply the knowledge in a structured approach to solve IT issues

Colleagues are essential to IPRS Group, which is why we give so much in return for their hard work. In addition to a competitive salary, we offer a range of benefits, including:

Salary: £27,000 - £32,000

IPRS Group are a leading health and wellbeing business comprising of 5 organisations all providing a diverse range of clinical products to a wide range of clients in the public and private sectors. IPRS Group provide support to our organisations whose services have a huge impact into improving the lives of thousands of people each year. We pride ourselves on being a fantastic place to work and in the last 4 years have won 3 best employer awards as a testament to this, including being made a Platinum Employer after winning Best Employer in the Health Industry at the 2021 Best Employer East Awards.

We’re passionate about providing our colleagues with a work environment they can feel comfortable in and can grow professionally. In 2020 we signed the Time to Change Employer Pledge, affirming our commitment to protecting our colleague’s mental health and last year became a Disability Confident Committed employer.

Each year we ask our colleagues to nominate a chosen charity for whom we fundraise for throughout the year.

We are committed to supporting the environment through reducing our carbon output and offsetting what we do emit.