Deskside Support Technician

IDE Group
Potters Bar
07 Dec 2018
10 Dec 2018
Contract Type
Full Time
Deskside Support Technician

IDE Group are currently looking for a Deskside Technician to work onsite at one of our clients based in South Mimms. The Deskside Technician will act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Deskside Support Technician Responsibilities:

* The Deskside Support Technician will undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.
* The Deskside Support Technician will positively promote the IT Team in order to develop the team profile and that of the wider IT function.
* The Deskside Support Technician will participate in internal meetings, as required, in order to share and develop knowledge and best practice.
* The Deskside Support Technician will provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
* The Deskside Support Technician will be proactive and ensure that regular status updates are provided to open tickets.
* The Deskside Support Technician will build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.

Deskside Support Technician Experience/Qualifications:

* Experience within the customers related industry,
* Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
* Demonstrable experience negotiating difficult situations to a successful conclusion.
* Previously worked within a Desk Side environment and understand ITIL best practice.

Deskside Support Technician Skills:

* Excellent communication skills (written and verbal)
* Keen attention to detail.
* Organised and able to prioritise workloads and workflows.
* Approachable and demonstrate outstanding customer service skills.
* Self-starter who can help to formulate tactical plans to achieve department strategy.
* ble to motivate and lead a team.

Deskside Support Technician Measurements:

* Positive Stakeholder Feedback.
* Consistent compliance with best practice in accordance to the customer’s processes and policies
* Progress of incidents and service requests monitored and reviewed
* Quality and accuracy of information logged

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