IT Service Desk Technician (1st & 2nd Support)

Recruiter
Apjobs
Location
Uxbridge
Posted
19 Apr 2019
Closes
06 May 2019
Contract Type
Permanent
Hours
Full Time

Excellent opportunity to join a team responsible for providing effective customer IT Support covering all aspects of IT software and hardware.

The ideal applicant will have substantial experience of working in a customer service facing role in an IT department to carry out the following - requires Security Clearance so if you are currently security cleared it would be useful but not essential:-

  • Ensure the Service Desk is the first point of contact for all IT hardware, software & telephony support requests
  • Responsible for ensuring all incidents and requests are recorded and dealt with according to company procedures & agreed SLAs, through the use of the Service Desk software.
  • Provide first level contact and diagnose issues and perform hands-on and remote fixes while assigning the appropriate levels of priority and resource.
  • Escalate Incidents and Requests when required to ensure SLA’s are met
  • Identify reoccurring incidents to management to be investigated as a potential problem.
  • Maintain the asset register ensuring all hardware is correctly recorded
  • Assist in building & maintaining the IT knowledge base of issue resolutions and 'How To’ information.
  • Deploy & maintain a variety of software applications ensuring compliance with licensing agreements.
  • Assist in delivering and supporting projects when required working with other Sections of IT and the business.
  • Process IT related purchases and maintenance contracts
  • Train and educate new starters of the correct IT hardware and software use.
  • Occasional out of hours work for tasks such as Office moves to limit the impact on the business

EDUCATION & QUALIFICATIONS:

  • Minimum GSCE including English and Maths (A-C)
  • Likely to have studied post GCSE in IT specific courses & have professional qualifications such as Microsoft

SPECIFIC/TECHNICAL SKILLS:

  • Working of Microsoft based operating systems e.g. Windows XP, 7, 8,10, server 2008/2012.
  • Understanding of PC hardware and software set-up and configuration.
  • Knowledge and experience of IT security technologies, processes and policies.

PERSON SPECIFICATION:

  • 'Hands on’ approach and a willingness to learn.
  • Flexible, pro-active approach.
  • Structured logical thinker.
  • Good at diagnosis, problem solving, and follow through.
  • Good interpersonal skills, able to deal with employees at all levels in the company

Any applicants will need to have a British Passport or residency to be considered as they would need to be security cleared.

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