Service Desk Support – 1st Line
Job title
Service Desk Support – 1st Line
Job description
Permanent
Monday – Friday, Service Desk operates 8am – 6pm (shift rota 8am-4pm,9am-5pm,10am-6pm)
Hybrid working 2 days per week on site; after minimum 3 week induction period
We are currently recruiting for an IT Helpdesk Officer / 1st Line Service Desk support to assist the IT team and the provision of IT services by responding to Helpdesk requests, and staff inquiries.
Providing IT support to staff and contractors in the office, including remote support of home workers and teleworkers. You will assume responsibility for setting up new users (email, user permissions, telephone extension assignment etc.) and administrating changes to individual and group user permissions, functions and other related tasks in line with IT policy.
You will be responsible for IT office consumables and the servicing and support and issuing of IT kit to individuals as instructed. A knowledge of Video Conferencing and or Adobe Creative suite is desirable but not essential.
Essential criteria
Qualifications
- Relevant Degree in an IT related subject or equivalent experience Qualifications
- MCA Certification
- Higher levels of related IT education
Knowledge and skills
- Knowledge of helpdesk operation
- Relevant Degree in an IT related subject or equivalent experience
- Knowledge and experience of supporting an Office 365 environment and other standard desktop applications.
- Knowledge of the Microsoft stack of Operating systems
- Knowledge and experience of Active Directory
- Knowledge and experience of Exchange 2010 onwards
- Thin / Zero clients experience
- Knowledge and experience of supporting video conferencing for businesses (MS Teams, Zoom)
- Excellent oral and written communication skills, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels both within and outside the organisation
- Ability to engage effectively with a wide range of customers both internally and externally
- Ability to analyse and interpret complex information and present it clearly and precisely, both verbally and in writing
- Ability to cope with multiple and changing demands, meet tight deadlines and exercise sound judgement in the face of conflicting pressures
- Problem solving
- Ability to context switch effectively in a support/problem solving environment
Experience
- Customer Service
- Experience of computerised information systems, networks and equipment
- Experience of supporting a multi-site environment
- Testing and troubleshooting new pieces of IT equipment
- Supporting IT Projects
- Knowledge of concepts of cyber security and an understanding on how these impact upon businesses
- Knowledge/understanding of Information Governance/GDPR and data protection/privacy
Desirable criteria
Qualifications
- MCA/MCSE Certification
- ITIL Foundation
- VCP Qualification
Knowledge and skills
- Knowledge of Adobe Creative Cloud
- Exposure of supporting a VMware environment
- Supporting a mobile device management system
- Microsoft Teams
- RSA SecurID token issue and troubleshooting
- Knowledge and experience of VoIP phone systems
- Video/virtual conferencing experience and troubleshooting
- Ability to act independently, think outside the framework of current procedures, challenge assumptions and produce creative solutions to problems
Experience
- Experience of working with IT suppliers
- Use of an ITIL based helpdesk system
If you feel you have the skills and experience needed for this role; please do apply now.