Job Number: ITSD_Manc
Contract Type: Full Time
Salary: DOE
Job Location: Manchester
Job Description
To provide IT Service Desk support to internal staff, assisting them with hardware and software problems/queries via phone, email or in person
Key Accountabilities:
* To provide technical support to the group, answering support queries via phone, email, F2F
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Take ownership of user incidents and be proactive when dealing with user issues
* Log all calls on the call logging system and ensure these calls are updated regularly and in-line with business processes
* Document processes and procedures, and contribute to building the IT knowledge base
* Respond to enquiries from clients and help them resolve hardware or software problems
either locally or remotely.
* Maintain a log of any software or hardware problems detected.
* Support users in the use of computer equipment by providing necessary training and advice.
* Build PC's and provision other equipment included in the service catalogue
* Escalate tickets to other members of the team where necessary (as per the Incident and Service Request processes)
* Timely and accurate management of New Starter and Leaver tickets as per the documented processes
* Visit remote sites to provide face-to-face support when required.
* Work collaboratively with other members of the team to fulfil requests and resolve incidents promptly
What we can offer you:
* Competitive Company pension
* Cycle to work scheme
* 23 days' holiday (plus bank holidays)
* Hybrid work
* 24/7 Access to virtual GP + Mental Health Support
* Eyecare Scheme
* Option to Buy Holidays + Roll over up to 5 Annually
* Professional Qualification Support
* Enhanced maternity and paternity leave
* Employee discount scheme (Gym, Retailers etc)
* Social events throughout the year
* Health & Wellbeing programme
* Paid volunteer time
What good looks like:
* Energy, drive, and a proactive 'can-do' approach to activities.
* Focused on resolving complex technical issues
* Work completed to required standards and within agreed timescales
* Meeting agreed targets for KPIs and SLAs
* Service first approach to support
* Ability to communicate with management, vendors and stakeholders
* Ability to work efficiently with other members of the team
* Focus and attention to detail.
Skills & Experience:
* Understanding of ITIL best practice
* Excellent telephone manner and customer service
* Experience in using call logging software and managing tickets within that software
* Knowledge of Microsoft-based operating systems with emphasis on Windows 11
* Experience with using and troubleshooting Microsoft Office 365 apps
* Understanding of Citrix virtual desktops
* Some knowledge of Active Directory (user account management)
* Experience managing and supporting mobile devices
* Understanding of PC hardware set-up and configuration.
* Strong troubleshooting skills with the ability to work as a member of team or individually.
* Strong documentation and communication skills are essential.
* Excellent time keeping
* Willingness and capacity to upskill quickly and efficiently.