Service Desk Role

The main purpose of this role is to provide excellent customer service to our client base while diagnosing their technical issues, resolving them or escalating to the next level of support. 

This is a key role for ICT and brings with it a variety of responsibilities to which you can apply your expertise, as well as challenges that will develop your skills.

What you will do

Providing First Line Windows systems technical support

• Creating new user accounts and mailboxes
• Preparing new computers and installing on networks
• Installing printers and troubleshooting any problems
• Support of customer third party applications e.g. Sage, Iris, Proclaim
• Router configuration
• Server support including password resets
• Checking for backup, hardware and resource management alerts

Administration

• Referring faults to next line support
• Taking responsibility for correct ticket processing
• Being proactive with user issues
• Ensuring documentation is up-to-date (system changes and new passwords)
• Ticket administration including billing work outside the contracts
• Arranging work at client premises with field engineers 

Customer Service

• Maintaining a high degree of customer service for all support queries
• Being a key point of contact for clients
• Developing strong relationships and knowledge of customers and their needs
• Keeping clients up to date on the progress of their support requests
• Actively seeking customer feedback and opportunities to improve customer care

Who you are

• You apply logic and use creativity to solve problems
• You are enthused by technology
• You have a strong commitment to continuous professional self-development
• You see things through to completion – a finisher
• You are willing to roll up your sleeves and take the initiative
• You are energetic and keen to help others
• You are a team player
• Your are friendly and sociable

What you will need – Essential

As one of our first points of contact with clients who require assistance, you must have strong communication skills and focus on their needs. You need to be a logical thinker with sufficient IT diagnostic skills to assess and solve support requests or pass them on to second or third line support. 

Your knowledge and skills should include:

• Active Directory and Azure AD administration
• Windows Server 2012R2 – 2019 administration
• Windows 10
• Microsoft Office 2013-2019
• Microsoft 365 administration including Exchange and SharePoint, OneDrive, and Teams
• Understanding networks and services such as DHCP and DNS
• Able to pick up new skills and technology quickly
• A strong interest in computer hardware and software
• Logical mind with good problem-solving abilities
• Excellent ‘plain English’ communication on the telephone and in email 
• A self‐starter who can also work within a team
• Flexible and open‐minded in your work
• Able to work under pressure in a busy environment to meet customer SLAs.

Skills and Experience – Desirable

• At least 1 years’ experience in a similar role.
• Microsoft or CompTIA Certified
• Desktop Imaging – Remote Software Rollout
• Anti-Virus – Bitdefender
• Experience with legal case management software (ProClaim, etc)
• Experience with accounting software (Sage, etc)
• Web/Email Filtering
• VoIP and SIP technology
• Administration of backup programs
• WordPress Administration

Key Benefits

• Competitive Salary
• Career Development and Training
• 20 Days Annual Leave plus Bank Holidays and Christmas Close Down
• Company Pension

Job Type

Full time

Competitive salary depending on experience

Driving Licence and Own Vehicle Required