Senior IT Service Desk Technician

NES Global Talent
£20000 - £27000/annum
09 Jun 2017
08 Jul 2017
Contract Type
Full Time
NES Global Talent's client in Northwich is urgently seeking a Senior IT Helpdesk Technician to join their team as it goes through an expansion within the IT function.  The role will be on a permanent basis, based at the IT HQ and will be paid between £20-£27k dependent upon skills and experience. 


Reporting to the IT Services Delivery Manager, you will:


- Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
- Point of contact for end-users in respect of service requests or issues with the IT services
- Provide first and second line technical support to users
- Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
- Coordinate efforts with IT Desktop Support and Infrastructure in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery
- Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services
- Support users in their understanding on all systems
- Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests
- Requirement and willingness to perform ad-hoc duties dependant on change in business requirements
- Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT
- Respond to emails received in IT Service Desk mailbox.
- Resolve as many service requests as possible whilst maintaining quality of service to end users
- Keep reporting line aware of any service requests that will not meet currently set deadlines
- Run and complete daily procedures against checklist
- Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided to each individual accordingly


- Experience of working within a technical help desk / 2+ years previous user support experience
- Proficient in Microsoft Operating Systems and Office Applications
- Experience with IT Service Desk tools
- Basic knowledge of Active Directory and Exchange
- Basic understanding of network infrastructure
- Basic understanding of remote access services (e.g. VPN, remote desktop, etc.)
- ITIL IT Service Management foundation qualification
- Basic knowledge of databases
- Basic understanding and experience with SQL
- Knowledge of / awareness of supporting business systems including CRM, Document Management and Web services
- GCSE / Standard qualifications or equivalent
- A Level/Higher and/or Degree level achievement
- Certified to ITIL v3 Foundation Level

Established in 1978, NES Global Talent provides a complete range of contract and permanent talent solutions to the Oil and Gas, Power, Construction and Infrastructure, Life Sciences, Manufacturing and IT sectors worldwide. With more than 40 offices in 28 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. Offering far more than a traditional recruitment service, we fully support our contractors while they are on assignment with everything from securing visas and work permits, to providing market leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients