IT Support

Customer focused Service Desk candidate seeking to work..... (Placed)

An excellent opportunity for a candidate with 1 years service desk experience who wants to work for an industry leading consulting partnership to be based in London, nr Oxford Street. Salary is up-to £26,000 and benefits.

You will be able to demonstrate excellent communication and people skills and able to communicate with users at all levels via multiple channels (Email/Phone/Social media e.g. Board members and senior management in addition to users with a high level of specialised IT expertise

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

Day to Day tasks:

* 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

* As opportunities arise, submit improvement ideas onto a continual service improvement register (CSI) Support:

* Provide desk side support to users where further analysis is required and gather information to fix or replace equipment if necessary

* Carry out in-depth analysis of Incidents and Problems involving planning, testing and implementing fixes or workarounds

* Liaise with other IT units to discover fixes

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