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What you’ll be doing
* Provide 1st level technical support for various IT incidents and requests.
* Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.
* Monitor helpdesk queries and provide technical L1 support as required.
* Take ownership of incidents through to resolution.
* Maintain a high degree of customer service for all support queries and adhere to service management principles.
* Troubleshoot basic issues on the LAN, Wi-Fi, and network cable (patching).
* Understand and proactively operate the escalations procedure, engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with SLAs and processes.
* Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.
* Build PCs/laptops and troubleshoot hardware problems.
* Provide desktop, printer, and phone support in a Windows 10/11/AD/Office environment.
* Deploy new IT equipment as part of migrations, movers, starters, and leavers processes.
* Be positive in undertaking any reasonable duties relevant to the position to ensure the department's success.
You will have
Essential
* A basic level of IT literacy.
* Basic troubleshooting and problem-solving skills.
* Basic knowledge of Microsoft-based Operating Systems, especially Windows 10 & 11.
* Good verbal and written communication skills.
* Experience with MS Office.
* Confidence working individually on-site.
Desirable
* Relevant IT Service Delivery or Desktop Support experience.
* Knowledge of User & Security Groups and Active Directory Administration.
* Experience with Microsoft Office 365, including permissions, calendar sharing, and delegation.
* Experience supporting desktops, laptops, multifunctional devices, and software within Windows OS/Active Directory environments.
* Basic TCP/IP knowledge.
* Remote Desktop Services experience.
* Microsoft SCCM familiarity.
Personal qualities
* Excellent written and verbal communication skills.
* Eager to learn.
* Ability to work independently and as part of a team.
* Attention to detail and good time management skills.
* Ability to work under pressure.
* Good organizational skills.
* Ability to prioritize workloads.
In return, you’ll receive
* Opportunity to work for the ‘Best Place to Work in Travel’ with like-minded colleagues.
* Competitive salary.
* Perkbox discounts and rewards program.
* Company-matched pension scheme up to 5%.
* 25 days holiday plus bank holidays (increases with service).
* Your birthday off.
* Free annual travel insurance, including family/partner.
* Long service bonuses.
* Free eye tests.
* Flexible hybrid working trial.
* Cycle to work scheme.
* Discounted holidays and prize draws.
Share this job
Location
Carrier – Didsbury
Department
IT
Job Title
IT Service Desk Engineer
City
Didsbury
Country
United Kingdom
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