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Service Desk Technician - Tier 1

MET Recruitment UK Ltd
Closing date
25 May 2021

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Technology & New Media
Contract Type
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Job Details

Service Desk Technician - Tier 1



Salary £18,000 - £20,000 per annum

Our client based in Oldbury is seeking a Service Desk Technician - tier 1, to join their Technical Department on a permanent basis, this role will be part of the Service Desk Support Team and report directly to the Service Desk Manager. The purpose of the Service Desk Support Team is to respond to customers requests for support, gather client information and determine the issue by analysing the symptoms and figuring out the underlying problem.

Main responsibilities of the role:
  • Answer incoming support call, providing a friendly and helpful first point of contact
  • Dealing with customers on the telephone and remotely to determine issues quickly and clearly
  • Managing personal Service Desk ticket queue ensuring ticket data is clear, concise and up to date
  • Providing excellent customer service
  • Assessing issues quickly, taking appropriate action and escalating when required
  • Monitoring client backup problems, resolving client backup solution issues
  • Communicating closely with Account Managers
  • Monitoring Proactive systems for offline servers and critical issues
  • Meeting SLAs and Service Desk Targets for quality and performance
  • Other technical related duties

The successful candidate will:
  • Windows desktop support experience
  • Microsoft exchange serve and SQL Server support experience or knowledge
  • Virtualisation concepts and support including the ability to troubleshoot ESXi and vSphere systems
  • Ability to deploy CISCO Networking devices and troubleshooting
  • Commercial acumen to spot sales opportunities
  • Excellent written and verbal communication skills
  • Strong ability to self-learn and progress
  • Experience of Remote Desktop and Citrix
  • Ability to trouble shoot client VPN and site to site VPN
  • Active directory - change passwords, update settings, create and delete users
  • Exchange server - create new users, update email addresses, change forwarding, check mailbox sizes

What's on offer:
  • Hours of Work: 9.00am - 5.30pm, with some out of hours overtime offered on a voluntary basis.
  • Salary: £18,000 - £20,000 per annum
  • Holidays: 20 days, plus bank holidays
  • Pension
  • Cycle to work scheme after 1 year
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