IT Support Technician - Bournemouth

Jobshop UK Limited
Bournemouth, Dorset
17 Jul 2017
16 Aug 2017
Contract Type
Full Time

IT Support Technician - Bournemouth

Primary Function:

My client are looking for a key member of the IT Service Desk and support function for their busy Head Office based in Bournemouth.

The role of the IT Support Technician is to provide technical support for all employees across the Group of Companies. The IT Support Technician is responsible for accurately logging and resolving support requests as well as meeting employee satisfaction and continuous service delivery demands.

The IT Support team works in a dynamic, fast-paced environment which provides services over the phone, through e-mail, and in person requiring excellent communication skills.

Key Responsibilities:

o To attend training courses as identified and agreed for appropriate development

o To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications

o To accurately record, update and document requests using the IT service desk system

o To assist all our users with any logged IT related incident when called upon

o Prioritising and managing many open incidents at one time

o To monitor and maintain computer systems and network infrastructure

o Setting up new user's accounts and profiles and dealing with password issues

o To respond to requests within set service level agreements (SLA’s)

o To install and configure new IT equipment

o To resolve incidents and upgrade different types of software and hardware

o To resolve incidents with printers, copiers and scanners

o To communicate effectively with technical and non-technical colleagues at all levels in the organisation

o To establish a good working relationship with employees, clients & third party IT providers

o To support the roll-out of new applications

o To test and evaluate new technology

o To provide information relating to employee hardware and software purchasing decisions

o To ensure users can use equipment by providing personal tuition and self-help instructions

o To undertake housekeeping and reporting functions for the area of responsibility

o To carry out any other reasonable task or tasks in connection with the job function, as requested by your manager

o To communicate with and support IT team colleagues

Knowledge & Skills base:

o Technical background and understanding of the IT industry

o A working knowledge of PC’s and mobile devices in the standalone and networked environment

o A good working knowledge of all Microsoft Office Applications & Operating Systems

o Ability to learn new technologies and applications quickly

o Communication, analytical and time management skills

o Good interpersonal and customer care skills

o Self-motivated and a team player

o Strong client focus and genuine desire to assist

o Good analytical skills

o Persistence

o Patient and tolerant

o Aptitude for technical activities

o Methodical and disciplined approach to problem-solving

Key Performance Indicators:

o Practical troubleshooting and problem analysis techniques

o Good attention to detail and ability to show initiative

o Ability to plan and prioritise work load without supervision

o Ability to prioritise, manage and perform under pressure to meet SLA’s

o Excellent knowledge of Customer Service best practice

o Willing to work flexibly and with enthusiasm

o Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing

o Excellent communication skills

Working Hours -

09.00 - 5.30pm

Salary -

The salary will be DOE but around £22k-£24k and benefits include: