Main Purpose of the Role:
Reporting to the Service Desk Team Lead, you will be responsible for supporting Magellan Robotech & Stanleybet Group. You will be required to troubleshoot and resolve calls, triage and escalate where necessary. You should have excellent written and verbal communication skills, as you will be dealing with internal staff, external customers and third parties as we are an expanding multinational company, this position has great development potential for the right individual.
As a business we operate 24 hours a day, 365 days a year, and follow a shift rota for partial coverage. A flexible attitude towards travel is required as we do operate several overseas offices.
Responsibilities:
Manage incidents, provide comms to stake holders during these times.
Accurate logging, investigation, escalation & timely resolution of customer incidents and requests in relation to SLAs
Incident resolution on-site & utilising remote support (troubleshooting, root cause analysis)
System administration duties inclusive of Windows, Mac & Linux (Debian & Ubuntu)
User setups (accounts, distribution lists, starters\leavers process)
Hardware builds and deployment
Desktop support & software installation
Pre-deployment testing for hardware and software
Installation of all IT equipment such as PCs, monitors, printers, scanners etc (to include some manual handling)
Maintain and update the Asset\Configuration management system
Liaising with 3rd party software, hardware and support service providers
Objectives:
Support all end users and resolve incidents within defined SLAs
Resolve all incidents ensuring all services are running
Implement continued service improvements
Develop our ITSM
Keys Skills:
Experience of ITIL working practices, including Incident, Problem & Change Management
Knowledge of monitoring systems (e.g. Nagios/PRTG)
Ability to build and troubleshoot workstations (hardware and software)
Proficient with working with Windows OS environments (Windows 10/11)
Proficient with Microsoft
Requirements:
Circa 2-3 year previous IT Service Desk/Support role
Experience of using an ITSM (e.g. Fresh Service, Jira)
have good written and verbal communication skills
Desirable:
Incident Management experience – Managing incidents including business expectations and communication
Experience of remote support tools (e.g. Splashtop, LogMeIn, VNC, RDP)
Basic Networking knowledge & troubleshooting (Switches and Patching)
Experience/knowledge of:
Microsoft 365 Administration (Exchange Online, SharePoint)
Microsoft InTune (Device Management)
Active Directory
Microsoft Teams
Windows Server 2008 / 2012 / 2016 / 2022
Apple Mac / iPad / iPhone /Android
Linux (Debian & Ubuntu)