Do you want to expand your IT career within a join an new and exciting company.
Are you an experienced IT Helpdesk First Line Support? Do you have the skills to play an important role in providing technical assistance and support to end-users within our organization? Do you have experience to be the initial point of contact for all IT-related inquiries and issues, ranging from hardware and software problems to network and connectivity issues. Your primary objective will be to resolve technical problems promptly and efficiently while delivering exceptional customer service.
What can you expect in the role of First line IT Helpdesk
1. First Point of Contact, Serve as the initial point of contact for all IT-related inquiries and technical support requests from end-users via various channels such as phone calls, emails, and ticketing systems
2. Technical Troubleshooting, Diagnose and resolve hardware, software, network, and connectivity issues reported by end-users in a timely and efficient manner. This includes troubleshooting desktops, laptops, printers, mobile devices, and other IT peripherals
3. Issue Escalation, escalate unresolved technical issues to the appropriate IT support teams (Second Line Support, System Administrators, etc.) while ensuring proper documentation of troubleshooting steps and actions taken
4. User Account Management, assist with user account administration tasks, including creating, modifying, and disabling user accounts, resetting passwords, and granting access permissions based on established security protocols
5. Software Installation and Configuration Install, configure, and update software applications on end-user devices according to organizational guidelines and software licensing agreements
6. Hardware Maintenance, perform routine maintenance tasks on IT hardware, such as desktops, laptops, and printers, including hardware upgrades, replacements, and preventive maintenance activities.
7. Documentation and Knowledge Sharing, maintain accurate records of IT support requests, incidents, and resolutions in the ticketing system. Document troubleshooting procedures, FAQs, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing among the IT support team and end-user
8. Training and User Education, provide basic training and guidance to end-users on the use of IT systems, software applications, and best practices for IT security and data protection
9. Compliance and Security, adhere to organizational policies, procedures, and security standards to ensure the confidentiality, integrity, and availability of IT systems and data. Assist in enforcing compliance with IT Procurement, IT security policies and regulations
10. Asset Management keep record of distributed IT, IT related equipment and keep HR in copy
11. Support of Global office network providing support as described above to other staff outside of the UK office remotely when necessary
What experience do you need to work as a First line IT Helpdesk
12. Degree level education or completion of relevant apprenticeship and/or industry-standard certifications similar to CompTIA A+ will be considered. Proven experience in providing technical support in a helpdesk or service desk environment
13. Strong knowledge of Microsoft Windows and Office 365 Suite, as well as common business applications and productivity tools
14. Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices for IT service management
15. You will be required to assist with ad-hoc tasks if and when required. The nature of these events is such that it may be necessary to amend or add to your responsibilities as we get closer to major events and you will be required to perform any task that is allocated to you, specific to the projects at hand
16. Excellent communication skills with the ability to explain technical concepts to non-technical users effectively
17. Strong problem-solving and troubleshooting skills with a customer focused approach
18. Ability to work independently and collaboratively in a fast-paced environment
19. IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent (desired)
20. Knowledge of remote desktop support tools and remote assistance techniques.
What do you get in return as a First Line Help Desk support
21. Working hours are - (Monday-Friday) however alternative hours can be agreed subject to line manager approval.
22. Competitive salary 25K-30K
23. 25 Days Holidays + Bank Holidays
24. 12 month fixed term contract
25. Life insurance
26. Pension contribution
27. On site parking
28. 1 day a week working from home