Main duties and responsibilities
1. Contribute to an environment that encourages positive communication and a sense of community to drive teamwork and collaboration across all teams.
2. Perform 1st and 2nd line support, escalating to 3rd line as required.
3. Recording and resolving all incidents to the customers’ satisfaction, using approved methods, tools, and procedures and in accordance with published KPIs and internal SLAs.
4. Identification of common and recurring Service Desk issues and implementation of solutions.
5. Input into a robust technical knowledge database that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems and system procedures.
6. Creation of user self-service training guides and internal documentation.
7. Establish, maintain, improve, and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes to deliver services fit-for-purpose and that add added-value to the business.
8. Administration of user accounts and security within an Active Direction/Azure/M environment and within all business systems.
9. Management, support, and installation of the company’s user-based IT services including all desktop hardware and software: computing devices, applications, printers, scanners, phones (including mobiles) and all associated peripherals.
10. Undertake project work as agreed with the Desktop Services Team Lead.
11. Occasional travel to remote company sites.
12. Any other reasonable duties which may be required by management from time to time.
A year long placement opportunity with Decora can represent the foundation of a career with the Company. Across the business we have a number of placement students who have returned to permanent roles on completion of their degree.
Testimonial from our current Desktop Services Student, Matthew:
“During my placement, I’ve gained hands on experience, working as part of the helpdesk team and alongside the wider IT team. On a daily basis, I provide first-line helpdesk support to employees, manufacturing hardware and ordering systems. I have learned to solve a variety of IT issues and am involved in project work.”
Essential requirements
13. Be a full time student registered with a NI University, working towards an IT related Degree (non-software development). This role is best suited to students of Business Information Technology or Computing Information Technology
14. Excellent analytical and problem-solving skills
15. Ability to work on own initiative and manage own time effectively
16. Strong planning and organisational skills
17. A full driving license with access to your own vehicle (as this Desktop Service Student will work across 4 sites in Lisburn)
Experience of installing, configuring, and troubleshooting user hardware and software issues would be beneficial, however full training is provided.
Please note, short listing may be based on Year 1 and Year 2 Module Exams/ Results.
Desirable requirements What we offer
18. Enhanced annual leave with additional for long service
19. Attendance rewards- quarterly £50
20. Loyalty bonus
21. Long service awards
22. Paid medical appointment allowance
23. Health Shield benefit upon 6 months service
24. Discount on company products- up to 50%
25. Leisure corporate discount
26. Employee referral scheme
27. Life assurance upon one years service
28. Employee assistance programme upon one years service
29. Employee recognition schemes
30. On-site parking