Deskside Support Technician

Recruiter
IDE Group
Location
Potters Bar
Posted
07 Dec 2018
Closes
10 Dec 2018
Contract Type
Permanent
Hours
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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