IT Service Desk Technician

Acorn Recruitment Ltd
Bristol, UK
14 Sep 2019
05 Oct 2019
Contract Type
Full Time
Acorn Recruitment is seeking experienced candidates for their market leading client based in Thornbury, Bristol for the role of IT Service Desk Technician. You will be the first point of contact for 100 staff. However you will be part of a wider team based in the North of the country.

Salary is £23,000 to £26,000 pa.

Enthusiastic and hardworking, the ideal IT Service Desk Technician will be part of a small and friendly team providing first point of contact IT support, taking calls from internal IT and external customers.

It is imperative to have excellent customer service skills. In this role you will provide first line technical support and accurately assign calls to resolving groups and 3rd parties as required.

Key responsibilities:

- Ensure that all service desk contact is progressed within predefined timescales, from all channels including phone, walk-ins, email and ITSM portal (ManageEngine).
- Provide a first class customer experience; taking ownership of tickets raised and provide updates as requested.
- Ensure that all incidents and service requests are logged and assigned correctly.
- Liaise with Internal IT and 3rd Party providers to ensure effective end-to-end processes and relationships are maintained.
- Ensure that incidents and service requests are resolved in line with the agreed service level agreements.
- Asset Management - maintain all IT assets through their life-cycle from build and issue through to refresh and secure disposal.
- Provide basic fault finding, diagnostics or resolution using appropriate support tools; obtain appropriate levels of detail for escalation onto resolver groups as required.
- Ensure security, access and information governance policies are adhered to.

To be considered for this position you will need:

- Experience of working in a 1st line support or IT Service Desk environment.
- Experience of using Microsoft Active Directory and Exchange for Administration purposes.
- Use of a Service management tool-set for call reporting.
- Strong experience providing support for Windows 7 & 10.
- Strong working knowledge of the latest Microsoft Office Suites.
- Excellent communication skills and able to communicate effectively at all levels.
- Excellent customer service skills; strong interpersonal skills and the ability to listen. and communicate effectively with people at all levels in the business.
- Strong lateral thinking skills, problem solving and analytical skills.
Highly organised with a logical approach and ability to work calmly under pressure.
- Ability to manage assigned projects and tasks through to completion.
- Ability to multi-task, effectively manages own time, resources and relationships to ensure that work is completed efficiently.
- Excellent time-keeping and punctuality.
- Enthusiasm and positive commitment in their approach to work.
- Strong team working ethic with ability to work on own initiative with minimum supervision whilst providing adequate feedback to supervisor.
- Valid driver's license.

Acorn Recruitment acts as an employment agency for permanent recruitment.
This job was originally posted as

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