IT Service Desk Technician - Brentwood - Active Directory - Office 365

Recruiter
Henderson Scott
Location
Billericay, UK
Salary
Competitive
Posted
18 Aug 2019
Closes
06 Sep 2019
Ref
1222737248
Contract Type
Permanent
Hours
Full Time
IT Service Desk Technician - Brentwood - Active Directory - Office 365

Highly successful and expanding business based in Brentwood are recruiting for an IT Service Desk Technician to join the business. The IT Service Desk Technician is responsible for identifying and resolving incidents, completing service requests and carrying out preventative maintenance duties. Also responsible for assisting with projects, problem management and segments of change requests.

Key Accountabilities
  • Ensure that customer's expectations are met and exceeded.
  • Participate in and manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Undertake or delegate where required daily security checks to ensure we remain compliant and resilient to security breaches.
  • Work in collaboration with other departments to ensure the smooth delivery of projects, ensuring you monitor incident trends and anticipate potential problems for proactive resolution.
  • Providing desktop/laptop/Surface Pro support.
  • Diagnosing and resolving technical issues.
  • Escalating IT issues where necessary.
  • Setting up and configuring new laptops and desktops.
  • Installing authorised software to laptops and desktops.
  • Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
  • Fault finding to laptops and desktops.
  • Reporting faults and maintaining logs on servers, desktops and laptops.
  • Ensuring all logs for equipment and users are maintained.
  • Setting up new users and disabling expired accounts in accordance with HR requirements.
  • Ensuring that a high level of customer service and support is provided to all internal and external customers.

Competencies
  • Excellent customer service mentality and skillset.
  • Dedicated to improving the service provided by the team and department.
  • Excellent communication skills and interface at all levels.
  • Excellent telephone manner.
  • Excellent organisational skills.
  • Excellent written and verbal communication with the ability to communicate complex/technical information.
  • Flexible and enthusiastic.
  • Articulate and confident.
  • Extremely pro-active approach to providing support.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment.
  • The ability and willingness to proactively take ownership of a task and follow it through to completion.
  • Proven experience working on a busy service desk/help desk.

Experience of the following is essential:
  • Hands on experience of Office 365.
  • Active Directory.
  • Helpdesk Incident Logging and escalation.
  • Windows 10.
  • MS Office suite.
  • Office 365.
  • Networking inc TCP IP Routing, VLAN, IP telephony.

IT Service Desk Technician - Brentwood - Active Directory - Office 365.

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