IT Service Desk Support Technician

Education Support Professionals Ltd
Milton Keynes
£25000 - 27000 Per Annum
07 Nov 2017
15 Nov 2017
Contract Type
Full Time

Our client is one of the UKs leading IT support services and they provide IT support within the education system.

They are looking for an ICT service desk support technician to help run all services and the role is a critical part of their services to schools. The service desk is the first point of contact for all of our customers, suppliers and colleagues and will be at the main hub of the company.

Duties and Responsibilities:
Incident management - Customer calls to our service desk need to be dealt with professionally, recorded on our information management system and managed through to resolution, following our KPIs for call resolution times.
Escalation - where cases are more complex or exceeding KPI resolution times the post holder will follow the defined escalation procedures appropriate to the product.
Use remote access software to access school systems to fully investigate and resolve any problems.
Pro-active monitoring of Client ICT infrastructure and Software
Maintaining daily checks on Client systems to ensure backups are running and Servers maintain performance
Documenting all resolutions following the service desk procedures and flowcharts.
Providing details and information to the relevant senior staff call issues and resolutions.
Maintain all office PCs to ensure latest software is installed and systems are working efficiently.
To commit to undertake continual training and development in the products supported.
To contribute to the development of the service to further expand into other educational establishments.
Possible site visits may be required to supply cover for field engineers.
Skills criteria:
Knowledge of business application software including the use of Microsoft Office (Word, PowerPoint, Excel and Outlook) Office 365 and contact databases.
Ability to communicate persuasively at all levels of the organisation
The ability to work both within a team, independently and to manage own time effectively
Experience in a technical environment
Strong knowledge of Network Application software
Database administration Microsoft SQL
Active Directory
Experience in a technical environment
Excellent people skills and have a confident and pleasant manner

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