IT Support – 1st/2nd Line

Our Winchester based customer requires an IT Service Desk candidate to provide (x1 PLACED)

Our Winchester based customer requires an IT Service Desk candidate to provide a single point of contact for IT technical services and support to staff members

8.5-hour shifts set between 0800hrs – 1830hrs, with an hour for lunch. – Salary to £26k, good benefits package.

Main duties

* Maintain the Service Desk function which customers will access for all their IT Services Requests, Incidents and queries

* Responsible for servicing and facilitating IT Incidents and Requests from end users

* Ensure details are captured and entered the Service Management call logging system and prioritised accordingly

* Track, update and manage calls to resolutions. Escalating when necessary. e.g. Performing a functional escalation, linking to a problem record or change record

* Manage regular communications between IT and the customer regarding updates to calls. Ensure IT service Incidents and Requests are managed and resolved within agreed service level targets

* Verify customer satisfaction before resolving Incidents and requests

* Provide desk side & meeting room services within agreed service level targets. Liaise with other departments and IT groups to ensure effective communication, escalation and knowledge sharing

* Maintain an IT Asset database. Monitoring and managing call queues, ensuring service levels are achieved. Effectively resolve user Incidents and Problems by applying known fixes and workarounds from the Knowledge Base

* Ability to rebuild laptops when necessary.

* Liaise with third party support companies, ensuring timely resolution and service levels are achieved

* Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard

* Liaise with the Service Desk Management, ensuring they are kept updated of any service Incidents that require escalation or require further attention e.g. Major Incidents

Systems experience & knowledge:

* Knowledge of ITIL (Information Technology Infrastructure Library)

* Experience of using an enterprise service management toolset.

* Experience of remote support tools. Be able to demonstrate and understand the principals of IT Networks in an enterprise environment

* Understand the concepts of backups and disaster recovery

* Experience of supporting Windows 10. Experience of supporting Microsoft Office 2016 & O365

* Experience using active directory & azure active directory

* Experience/exposure to the O365 Admin suite

* Previous experience of desktop hardware and printer troubleshooting and support

* Experienced in PC builds and upgrades

* Be willing to gain more technical experience

If you are interested in finding out more about this job, please get in touch: