Information Technology 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 an 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



Skills and Experience:

  • Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
  • 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:

  • Microsoft Certification
  • Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
  • ITIL Foundation or ability to work towards



This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00.



The salary on offer for this position is between £23K-£26K plus benefits.

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