IT - Desktop Support Technician

We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first time resolution.

IT Desktop Support Technician

37.5 hours per week, Monday to Friday, on a 3 week rolling rota between 8:00 am and 9:00 pm, working 1 in 8 Saturdays from 9:00 am to 5:30 pm.

• Serve as the first point of contact for all IT issues, security incidents and requests, aiming for first time resolution and escalating to resolver groups as required; manage tickets, maintain SLAs, meet KPIs, and ensure users receive effective and efficient service.
• Provide deskside and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution, adhering to SLA's and KPI requirements and fulfilling the escalation process to third line infrastructure, application support and third party support resolver groups.
• Perform daily, weekly and monthly system check processes.
• Troubleshoot and resolve network connectivity issues.
• Administer Active Directory.
• Monitor system and infrastructure availability and performance.
• Manage VOIP and digital phone systems to ensure customers have the best possible journey.
• Assist in the maintenance and distribution of software packages, both manual and automated.
• Perform actions necessary within all security compliance processes.
• Build client devices using automated solutions and patch management.
• Monitor and manage web and email security filter rules within company guidelines.
• Manage, perform, maintain and test backups/recovery.
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Adhere to change control best practice.
• Maintain a knowledge base.
• Assist with application and product testing as required.

• Minimum 1 year working in a support role within a managed IT service desk function.
• Experience with Windows 10 and 11 operating systems.
• Anti malware solution support.
• Problem solving and troubleshooting skills.
• Understanding of security principles and endpoint solutions.
• Excellent written, communication and documentation skills.
• Ability to communicate with all levels of staff within the business and external third party partners.
• Capability to work under pressure and to tight deadlines.
• Experience within an ITIL service management model or qualification.
• Basic network knowledge.
• CompTIA or other role appropriate qualifications would be beneficial.
• Understanding of security, server, virtualisation and cloud solutions support.
• Exposure to the legal or insurance industry with familiarity of the software and toolsets utilised.

• Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported.
• Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning.
• Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued.
• Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry.

Visa Requirements: Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post Study Work visa. At the moment, we're not able to offer visa sponsorship.

Employment Checks: If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.