Service Desk Technician

To provide technical MS IT support to the groups end users and carry out daily maintenance tasks in a customer service oriented environment., * Troubleshoot desktop/laptop and system/network problems, diagnose and solve hardware/software/incidents/problems via phone, email and in person

• Incident and request management
• Provide exceptional service support to the business
• Provide solutions/work arounds to incidents
• Contribute to polices, processes and procedures
• Install, maintain and support new applications
• Prioritise and manage several open cases and mini projects at one time
• Establish excellent working relationships with the business and 3rd party’s
• Keep up to date with advancements in technology
• Ensure appropriate standards and procedures are adhered to
• Daily systems monitoring
• Support users on both hardware and software applications

• Education Requirements - none but some education around IT/Microsoft preferred
• Experience Requirements - 2 years plus
• Industry - Services
• Qualifications - ITIL preferred but not essential
• Work Hours 35 hours per week, ITIL Foundation (or equivalent)

Experience & Knowledge (Essential & Desirable)

The ideal candidate would have a very high level of customer service experience and past experience working in a helpdesk environment. Training will be given where appropriate.

Essential:

• Previous experience of at least 2 years of working on a Microsoft technical service desk environment - Windows Server, Active Directory
• Exceptional Customer Service
• Willingness to travel to other company sites
• Excellent communication skills, both written and verbal
• UK Driving License

Desirable:

• High Standard of incident and request management
• Excellent troubleshooting and problem solving skills
• Network troubleshooting, TCP/IP and general WAN/ LAN
• ITIL Foundation Certified
• Lotus notes migration to office 365F

Personal Skills & Attributes (e.g. Team Player, Strong Work Ethic)

• Excellent work ethic with a positive approach to work
• Excellent temperament with ability to remain calm and focussed in a high pressure environment