Overview
Hawk 3 Talent Solutions are looking for a highly motivated IT Desktop Support Technician ready to make an immediate impact to this organisation based near Driffield, East Riding. The successful candidate will be responsible for providing 1st and 2nd line IT support to all customers, ensuring the highest levels of customer service are maintained. Working to ITIL principles, the successful candidate will ensure that all IT policies and procedures are maintained whilst proactively reviewing and evaluating emerging trends from a client perspective, to maintain the current and future business needs.
Responsibilities
* Provide 1st and 2nd line IT support to customers, ensuring high levels of customer service.
* Work to ITIL principles and maintain IT policies and procedures.
* Proactively review and evaluate emerging IT trends from a client perspective to support current and future business needs.
* Maintain accurate records of issues, diagnostics, resolutions, and actions taken.
* Perform diagnostic tests and troubleshooting to identify customer issues.
* Complete builds of laptops, mobile devices and tablets, including decommissioning and reprovision of devices at expiry.
* Undertake repairs on equipment and process leavers on systems (unassign equipment, prepare hardware for next user).
* Triaging issues through proper channels to improve service efficiency.
* Take ownership of customer issues and drive them through to resolution.
* Maintain customer service levels in line with the enterprise SLA and business priorities.
* Understand customer functional requirements to identify, evaluate, test and implement solutions quickly and accurately.
* Procure, install, configure, distribute and maintain customer hardware, operating systems and applications.
* Maintain asset databases, control costs, and ensure items are fully accounted for and available to deliver departmental deliverables.
* Be proactive and vigilant regarding potential security risks and report to the Service Desk Manager.
* Communicate with customers by phone, chat or email to capture, record and resolve technical problems.
* Attend educational programs, workshops and seminars to stay up to date with IT developments.
* Be flexible with varying day/shift patterns.
* Contribute to strategic projects identified by the Service Desk Manager.
Qualifications
* 3-5 years' experience in a customer-facing IT support role, ideally technology related.
* Imaging and build skills for laptops and mobile devices.
* Customer-focused with excellent interpersonal skills.
* Excellent communication and people skills to engage confidently with a wide range of customers.
* Strong problem-solving and methodical approach to diagnose issues promptly.
* Hands-on, flexible and proactive with willingness to learn.
* Team player who shares knowledge with colleagues and approaches work with enthusiasm.
* Highly organised with excellent time management; able to work without supervision and use own initiative.
* Good working knowledge of MS Windows and, ideally, workplace-specific environments.
* Understanding of Windows Server, MS Exchange and AD (Users and Computers).
* Good working knowledge and support of wireless technologies.
* Experience with mobile device and application management across Microsoft, Apple and Android platforms.
* ITIL Foundation Certification (Desirable).
* AirWatch/Mobile Device Management (Desirable).
* Full driving licence and access to own transport.
Benefits
* 25 days holiday
* 10% employer pension contribution
Details
* Employment type: Full-time
* Seniority level: Mid-Senior level
* Job function: Information Technology
* Industries: Advertising Services
* Location: Driffield, East Riding of Yorkshire
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