2nd Line IT Helpdesk Support Technician

Our client is seeking an experienced 2nd Line IT Support Helpdesk Technician to join them on what will initially be a temporary 2-3 month period however with the view to potentially become permanent.

Hours of work will be Monday - Friday, 37.5 hours (ideally 9am - 5.30pm however there may be flexibility on this). Hourly rate will be based on around £29,000.

Daily Tasks:

• To be the first point of contact for all customer interactions, showing knowledge, empathy and delivering successful communications
• To staff have appropriate IT facilities to enable them to perform their roles effectively

• To advise staff on the effective use of IT facilities to meet their business needs
• To maximise the reliability, availability and serviceability of IT resources and respond appropriately to meet business needs
• To follow and apply IT policies and procedures accordingly
• To liaise with 3rd parties as required
• To develop best practises for IT support and maintenance through experience sharing and knowledge transition
• To escalate IT issues as appropriate to the IT Service Desk Manager
• To develop an understanding of on-going developments in Information Technology
• To provide support to IT support reps and to end users in all aspects of IT - software, PCs, servers, networks, systems, peripherals etc
• To provide appropriate training to IT support reps to enable them to carry out their responsibilities
• To administer, develop and maintain the company's commercial and technical IT systems
• To develop and maintain sufficient documentation in specific areas of expertise to ensure acceptable levels of support and removing gaps within the skills matrix
• To effectively record and maintain all support activities within the ITSM platform aligning to internal processes and ITIL best practice
• To work closely and effectively with all support functions

Person Specification:

• Relevant experience within a similar role
• Presentable, professional and able to get on with others
• ITIL foundation level or above
• A proven track record of delivering exceptional customer service
• Ability to work within a close team and working autonomously
• Excellent oral and written communication skills
• Excellent organisational skills
• Ability to effectively manage their day to day workload
• Ability to multi-task and prioritise

Skills and Experience

• Experience supporting clients working remotely from home and offices
• Experience of supporting audio/visual conferencing equipment
• Troubleshooting of printer issues
• Troubleshoot user hardware issues (laptops, mobile telephony) escalate accordingly
• Strong experience in Windows 10
• Strong experience in Office 365 (preferably including SharePoint and Microsoft Dynamics)
• Strong experience in ticket management and ITSM platforms
• Strong experience in Active Directory/Azure user/licensing administration
• Experience in the following technologies, Intune, AutoCAD, Adobe, Dropbox, MS Defender, Teamviewer, System Centre Configuration Manager

Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants, whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.