IT Service Desk Technician

IT Service Desk Technician

Full time, permanent (shift pattern between 08:00 - 17:30)

To provide technical support to both internal and external employees, assisting them with Hardware and Software problems via phone, email, remotely or onsite. This role requires the individual to have the willingness to learn and want to aid in supporting all aspects of IT Support, assisting other IT Teams where required, including Infrastructure & Development.

Whilst no previous IT Experience is needed, the individual must show a strong passion for IT and be able to demonstrate a good understanding of how Computers and Systems work. The role will be suited to someone who seeks a position in which they can develop their skills and knowledge working as a key part of a Team.

This is a great opportunity to take your hobby to the next level, or further develop yourself as a Service Desk Technician, with great opportunities to progress throughout all areas of the IT department.

How you will help us and what you can expect

• Troubleshoot laptop, mobile and system problems, diagnose and solve hardware/software Incidents/problems
• Be the first point of call for all our users
• Escalating IT issue to the Service Desk Supervisor where necessary
• Incident and problem management
• Completing Internal user moves including patching & cabling
• Asset/Configuration, Item Management
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Setting up new users and disabling expired accounts in accordance with HR requirements
• Provide exceptional Service support to the business
• Provide solution(s)/work around(s) to incidents and Problems
• Contribute to policies, processes and procedures
• Performing miscellaneous job-related duties as assigned by the Service Desk Supervisor
• Install, maintain and support new applications
• Work to SLA thresholds for incident(s), request(s) and problem(s)
• Prioritizing and managing several open cases and mini projects at one time
• Keep up to date with advancements in technology
• Review of services, application delivery, patching and Anti-Virus
• Work with a variety of business and technical teams to enhance service
• Systems monitoring
• Supporting Users on both hardware and Software applications

Skills and experience you'll bring to us

• Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10 & 11)
• Proven ability to provide a customer focused Service
• Experiencing using and troubleshooting Microsoft Office 365 (MS Word, Excel, Teams and PowerPoint)
• Experience with using and troubleshooting Outlook within a network environment (Permissions, Calendar Sharing and Delegation)
• Administration of Active Directory/ Group Policy
• Ability to think logically and troubleshoot a variety of Hardware and Software issues
• Able to demonstrate high levels of initiative and motivation
• Good understanding of PC hardware set-up and configuration
• Excellent attention to detail
• Ability to work in a dynamic environment
• A willingness to participate in Training Courses to further enhance your IT knowledge

What we offer

• Competitive salary
• Private Health Care for everyone from day 1 (non contractual)
• Generous pension scheme
• Life Assurance - 4x salary
• 22 days + a day to take on Christmas Eve or New Year's Eve
• Free parking
• On-site artisan restaurant
• Discounted gym membership
• Cycle to work scheme
• Flu vaccines and eye care vouchers
• Buy or sell holiday scheme
• Christmas club saving
• MSC Cruises friends and family discount
• Full induction day and training provided
• Learning and development opportunities
• Dress for the day policy/modern office environment