• Responsible for providing specialist IT Service Desk Support to carry out high quality investigative, diagnosis and test procedures to resolve IT incidents working to KPI's and SLA targets while keeping a high level of customer satisfaction.
• You will be providing support to our key workers in an IT service desk environment.
• To be adaptable and have a positive approach to change and change management techniques, to improve efficiency of the department and overall company performance.
• To build and support Desktop PCs, Laptops, Smartphones and resolve requests and incidents.
• To ensure that users are fully supported in their day-to-day use of IT and to perform installations of IT equipment.
• To support the provisioning/deployment of new equipment and users including account creation and password resets.
• To provide support for projects which will include installations, moves and changes of devices and the software on those devices.
• To assist with stock maintenance including preparing equipment for delivery to the end user, receipting goods, storing equipment, disposing of redundant hardware, and requisitioning.

Technical skill set:

• Active Directory Administration
• Exchange Online, One Drive, SharePoint Administration
• Microsoft Office application suite (O365)
• Microsoft Windows Operating Systems (Windows 10)
• Desktop, Laptop, iOS devices and their components
• Good working knowledge of MDM Solutions
• Good Working knowledge of Firewalls such as Sophos, Sonicwall and Uplevel etc
• Remote Desktop Server
• Hyper-V and VMWare
• VOIP

Role:

• Ability to deal with various types of calls from colleagues and Clients.
• Keeping colleagues updated on the progress of their tickets.
• Managing your personal Engineer queue to ensure all your tickets are progressing.
• Escalating tickets within a good time if they need more Technical focus..
• Ability to take ownership of tickets
• Ability to work under pressure
• Working to schedules & set deadlines
• Meeting the set Service desk Objectives consistently
• Adaptive and able to learn new things quickly

Requirements:

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge in the product that the technician is supporting.
• Strong problem-solving skills
• Excellent written and verbal communication skills