By supporting business users and associated departments, this role ensures all incidents are analysed, resolved, and reported back in a timely manner.
Overview
The IT Support Technician is responsible for delivering an excellent end-to-end support in accordance with the IT Team (Desktop services) service level agreements. The role offers a diverse day-to-day working experience with opportunity to support and work with Infrastructure services for onward development.
Main duties
* Ensure all Desktop service desk incidents are appropriately prioritised based on impact, including triage and review of current call queues.
* Troubleshoot and resolve IT issues via phone, web, and in-person channels - Handling support requests by telephone, email or via service desk system.
* Review support request and manage/own through to resolution in a timely and professional manner, working with team members to share knowledge.
* Being integral in the diagnosis of reported faults and taking steps to resolve Hardware and Software issues.
* Ensure the reliable operation of client IT Hardware including PCs, Laptops and phones.
* Partner with IT and business personnel to discuss the impact of incidents on products and services.
* Provide business support around MS365 applications.
* Contribute to IT Desktop projects and investigations to enhance the IT services provided.
* Participate in supporting tasks and activities driven and led by the Infrastructure Team.
* Develop business support standards, processes and procedures, and guidelines for incident management in accordance with IT Strategy.
* Proactively engage with team members sharing and gaining knowledge on existing product and service technologies to aid the Teams performance and deliverables.
* Completing requested maintenance actions according to appropriate procedures.
* Produce, revise, and enhance IT procedures and documentation to support Desktop duties.
* Undertake evaluations of products, services or software that may enhance the desktop environment whilst balancing budget, security and product longevity.
Qualifications
* Minimum Level 3 Information Communication Technician certificate
* GCSE Maths and English
Experience and Skills
* Entry level work experience in IT service delivery
* Awareness of help desk ticketing software
* Passionate about prompt incident troubleshooting
* Strong customer service ethic
* Excellent verbal Communication skills
* Excellent analytical and problem-solving skills
Personal Attributes (Essential)
* Highly motivated individual with initiative to achieve excellent support service.
* Flexible and hardworking.
* High interest in technology and always keen to learn how things “work”
* Innovative and passionate about delivering and maintaining an exceptional IT user experience.
* Enthusiastic, approachable with a sense of humour and willing to “pitch in” for the benefit of the team.
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