IT Support and Service Desk Operator

1 week ago

England, United Kingdom Montu UK Full time €35,000 - €37,000

Montu is a leading cannabis company with operations in Europe and Asia-Pacific. We facilitate access to cannabis through locally integrated ecosystems that streamline the patient experience from end-to-end and set new standards in Cannabis Care.
Improve the lives of millions of people through cannabis therapies. Medical cannabis has already been legalised in more than 50 countries across the world over recent years, unlocking a huge potential for medical, wellness, and ultimately recreational markets. As a Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users within the organisation. You will handle technical issues, troubleshoot software and hardware problems, and ensure the efficient operation of IT systems. This position requires a strong blend of technical expertise, problem-solving skills, time management, and customer service orientation.

This is a Hybrid role with 2 days working from our Office in Workingham Berkshire RG41 5RB

Technical Support
Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person
Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems.
Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution
Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions.
Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements
(Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents.
User Training and Documentation
Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practises.
Asset and Configuration Management
Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines
Perform regular audits and updates to ensure accuracy and compliance with organizational policies and standards
Proactively identify opportunities to improve service delivery processes, tools, and workflows
Participate in team meetings, peer reviews, and knowledge sharing sessions to contribute to the overall effectiveness of the Service Desk

Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
Minimum 2-3 years in a technical support role, preferably in a service desk environment
Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management.
Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
.Customer-focused attitude with a commitment to providing high-quality support and service
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.

You'll get a 30 days holiday plus bank holidays pro rata
You can join our generous pension scheme and the employer will match contributions up to 5%
Cycle to work scheme
Free Car Parking available onsite

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