1st Line Service Desk Support Technician

Orbis Resourcing Ltd
17 Apr 2017
17 May 2017
Contract Type
Full Time

1st Line Service Desk Technician with experience working on a help desk is required for a Managed Services Provider based nr. Basingstoke.

Role: 1st Line Service Desk Support Technician

Salary: Up to £28kpa

Location: Near Basingstoke

The Role

As a 1st Line Service Desk Technician you will be responsible for delivering exceptional telephone and remote control support to our external customers, who operate Mac and PC systems in a creative business environment, ensuring that we meet our service obligations as an IT services partner and adhere to agreed service levels. The aim is to provide the level of support a business would expect from an internal IT team.

The telephone and remote control support that you provide will cover basic hardware, software and network problem resolutions to customer problems. You will also perform remote administration and configuration, such as new user provisioning and workstation setups and also will be required to guide users through step-by-step solutions in a desktop support based environment.

To fulfill the role you will be required to use and have exposure to some of the industry’s leading Professional Service Automation (PSA) and Remote Monitoring and Management (RMM) tools, for which training will be provided.


This provides an excellent opportunity for a strong customer focused individual who has a minimum of 18 months experience working in a similar position and providing support to SME’s, who is motivated and seeking career progression and development in the IT industry.

You will also have:

  • At least 18 month experience working in a Service Desk environment and providing
  • remote support
  • Experience providing Service Desk support to SME’s in a customer facing role
  • Familiar with working to SLA’s to meet both customer and contractual requirements
  • Apple and/or Microsoft certification is desirable
  • Strong communication skills and the ability to express yourself clearly
  • A polite and courteous telephone manner
  • The ability to accurately maintain systems and records
  • The ability to take responsibility for personal performance and the development of relevant

Technical Skill-sets

Windows Desktop

  • Knowledge of operating and configuring Microsoft Windows advantageous
  • Troubleshooting experience hardware/software
  • Knowledge of Microsoft Office & Outlook
  • Experience upgrading hardware

Active Directory

  • Configure new users
  • Reset passwords

Office 365

  • Creation of new users
  • Configuration of Microsoft Outlook


  • Understanding of DNS


  • Basic understanding of Firewalls, Network Switches & Proxies desirable
  • Experience of basic troubleshooting advantageous

Mac (desirable)

  • Knowledge of operating and configuring OS X
  • Troubleshooting experience hardware/software
  • Knowledge of common creative applications, particularly Adobe Creative Suite/Cloud;
  • Experience upgrading hardware


The position reports to the Service Manager who will perform day-to-day supervision, future reviews and appraisals.

Send your CV ASAP - Further Details on Application

Orbis Resourcing Ltd acts as an employment agency and an employment business.