Overview
IT Technical Support
Location: Welwyn garden city (5 days on-site required)
Contract Length: 12 months.
Rate: 300 per day inside umbrella
About the Role
As an IT Technical Support Specialist, you will play a vital role in providing exceptional support to both our customers and colleagues across various technology platforms. Collaborating closely with Product, Engineering, and Infrastructure teams, you'll ensure timely resolutions and keep everyone informed throughout the process.
Key Responsibilities
* Investigate and diagnose technology issues reported by users.
* Collaborate with peers, systems analysts, and managers to resolve or escalate incidents.
* Identify wide-impact issues and engage relevant teams to resolve them within SLA.
* Provide meeting room support and assist the Events team in delivering seamless support for executive events.
* Work with third-party contractors for major events (e.g., Tesco results broadcasts).
* Collaborate with technology teams (AV, Networks, Meeting Room Support) for testing during large-scale events.
* Maintain ownership of issues, ensuring timely updates for stakeholders.
* Stay updated with technology trends to improve resolution times and share insights with the team.
* Identify and implement process improvements while publishing knowledge base articles for new issues.
* Generate reports on ticket volumes and collaborate with the team to provide on-site support five days a week.
* Be available for occasional out-of-hours/weekend support for planned activities.
Qualifications
* Strong knowledge of ITIL processes (Incident and Problem Management) and IT Asset Management.
* Proficiency in ITSM tools (e.g., ZenDesk, Service Now).
* Expertise in Windows 11, Office 365 Suite, iOS, Android, printers, and security tooling.
* Familiarity with meeting room technologies (Cisco TP, MTR) and network troubleshooting.
* Excellent communication skills and a customer-focused mindset.
* Experience in a 24/7 shift environment with strong call handling skills.
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
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