My client is seeking an IT Service Desk Technician to join their growing company.

The role of IT Service Desk Technician is to support the Service delivery manager in the provision of day to day end user IT services to the organisation. This covers all areas of ’business as usual’ IT services such as providing hardware, setting up new users, dealing with staff changes and dealing with errors and problems. This is managed through the service desk system (currently Jira) and falls into two categories, incidents and service requests.

The role will work with their manager to resolve incident and service request calls logged in the service desk system as well as ad-hoc requests (which need to subsequently be logged) and support work related to projects. They will work closely with the rest of the IT team escalating to the relevant role where necessary to provide the best service possible for end users. This will be done in line with the company’s policies and procedures.

They will work directly with users face-to-face and remotely to resolve issues as well as working with 3rd parties when relevant. The role will work on standard requests and processes to ensure that all users receive a high-quality service.

Key Responsibilities:

Responsible for providing day-to-day support to all areas of the business including;

Windows 11/10 Operating system

Windows Server 2016/2012 support

Azure/Office 365 (IAAS, SAAS) support

Hardware – Laptops/Mobile devices/Multi-functional devices etc.

Mac OS/IOS skills preferable

Network connectivity

Software support

Telephony

On-boarding/Off-boarding

Working on incident and service request tickets for the service desk system (currently Jira).

As and when required, work closely with the IT team to support the roll-out of new applications or infrastructure and participate in testing and evaluating new technology.

Provide support and delivery of projects

Responsible for carrying out administrative changes to the IT Services, including Active Directory, user account/email account set up and modification.

Maintaining and administering Microsoft Office 365

Building, deploying, managing and administering laptops/mobile devices via Microsoft In-Tune/Azure.

Providing application server administration for all Line of Business applications

Troubleshoot server and network problems and solve hardware or software faults.

Carry out desk moves, and hardware relocations thought out the office

Maintaining audio-visual equipment in meeting rooms etc.

Maintain records of hardware assets through ITSM tools

Responsible for the asset management of equipment including, but not limited to, mobile phones, computers and peripherals.

Responsible for ensuring that all incidents and requests are logged via the IT ServiceDesk

To provide suitable support to the rest of the IT team in their specialist area and training.

The company reserves the right to assign other duties commensurate with the role as required

Key Requirements:

Minimum 18 months of IT support/service desk experience

Knowledge of Microsoft products including all office applications and server operating systems, including Office 365 and Azure.

Understanding of setting up and maintaining PCs, servers and software systems.

Experience of using a service desk management tool preferably Jira

Knowledge of IT hardware and peripherals

Experience of using a ticket logging solution