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Closing date: 3 May 2023

Salary Scale: £29,923 - £37,572 per annum

What is the purpose of this job?

Provide both reactive and proactive 1st/2nd line service desk support working within an internal IT helpdesk environment supporting up to and over 400 end users

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

• Reporting to the IT Manager you will provide 1st & 2nd line technical assistance being part of the day-to-day operation of the service desk team providing the best level of client support, regular system updates & adopt best working practices.
• Be conversant with service desk process & best practice to deliver a consistently high level & accountable end user experience.
• Have knowledge of managed IT hardware & software solutions with regards to installation, troubleshooting & support being able to assist and escalate as necessary ensuring any fault or issue is resolved in timely fashion.
• Understand Microsoft Office 365 & hosted platforms being able to provision and support the same.
• Assisting in any major IT Projects taking place such as Infrastructure, Software or Service related

What experience, skills and knowledge do I need?

• Minimum of 5 GCSEs at Grade C or above (or equivalent)
• Microsoft associate qualifications
• Experience of working in a similar role
• Experience in the IT Services sector
• Experience of working in an IT service desk team
• Knowledge of the relevant industry
• Knowledge of technical support process
• Excellent communication skills, particularly able handle client support calls professionally.
• Ability to process and interpret complex information
• Strong prioritisation skills and ability to manage own workload
• Ability to work flexibly
• Team player
• Self-motivated
• Ability to make decisions and use own initiative
• Ability to motivate and work within a team
• Creative, comes up with ideas
• Prepared to learn new skills
• Ability to use Microsoft Word, Excel, and Publisher