Senior IT Help Desk Technician

2 weeks ago

Whiteley, United Kingdom Copello Global Full time

Copello have partnered with an established engineering business based in Fareham, in the recruitment of a Senior IT Service Desk Technician.



Please note candidates MUST be eligible for SC Clearance.



Responsibilities:

  • Providing technical assistance for questions and problems
  • Responding to queries via chat, email, or phone
  • Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
  • Diagnosing system errors and other issues
  • Following up with customers to ensure full resolution of issues / requests
  • Installing or changing software to fix issues or fulfil requests
  • Remotely accessing hardware or software for clients to make changes and fix problems
  • Using an ITSM tool to manage IT tickets
  • Working with other IT team members to provide timely customer resolutions and to identify potential incidents
  • Building and issuing IT equipment
  • Assisting with production of IT Staff Rotas
  • Assisting with resolution of customer escalations and complaints
  • Assisting with the administration and improvement of the ITSM systems



Skills and Experience:

  • Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
  • Working in a customer service/customer facing role – at least 2 years
  • Ability to perform remote troubleshooting and IT Assistance
  • Ability to use an ITSM tool to manage tickets
  • Ability to provision and support IT Equipment
  • Understanding of IT Reporting, SLAs and KPIs
  • Experience in a customer facing role
  • Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment


Desirable:

  • Supervisory experience
  • Microsoft Certification
  • Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
  • ITIL Certification



This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00 + on call support for key users during silent hours (on call renumeration).



The salary on offer for this position is between £27K-£30K plus benefits.

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