To resolve faults, fulfil service requests and deliver IT services in accordance with agreed service levels. To provide a strong customer focus and ensure requirements are met for all IT solutions (Specific bias to Infrastructure (including Windows 11). You will be working in an environment where safety and security are paramount.
Responsibilities:
· Ensure all faults, service requests and projects requests are logged, assigned and given the correct priority
· Ensure all calls personally assigned are resolved within the agreed timescales. This includes, ensuring our third-party service providers deliver to their Service Level Agreements
· Ensure the Service Desk System is updated with call progress and activities.
· Maintain excellent communications and provide regular progress updates with other team members and IT customers
· Assist in resolving escalated calls and planning speedy resolutions for any calls that fall outside the Service Level Agreement
· Ensure all relevant procurement and finance processes relevant to the role eg. receipting of goods, are always adhered to
· Make recommendations to the IT Service Delivery Manager on improvements for the support activity and the quality of service provided
· Create and maintain IT records including user accounts, asset register, software inventory and support documentation
· Provide advice, guidance, costs and implementation of any requested services or projects. This includes attending site and project meetings and conducting surveys.
· Provide out of hours support where required
Core Competencies:
Essential:
· At least 5 years ITSD experience with at least 2 years 2nd line experience
· M365 Support - products and backend admin
· Windows 10 & 11 Desktop Support experience
· AD experience
Desirable
· ITIL Qualification
· Basic knowledge of networking, firewalls, SCCM, DNS, DHCP, Security systems (Defender, Mimecast, Zscaler - or similar products)
Please note: We are not engaging with recruitment agencies for this role.
Job Type: Full-time
Pay: £36,000.00-£42,000.00 per year
Ability to commute/relocate:
* Swindon SN1: reliably commute or plan to relocate before starting work (preferred)
Education:
* Diploma of Higher Education (preferred)
Experience:
* IT support: 5 years (required)
Licence/Certification:
* Driving Licence (preferred)
* ITIL Certification (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person