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IT Help Desk Technician

1 month ago


London, United Kingdom JAM IT Consultancy Ltd Full time

IT Help Desk Technician, New Client Requirement – London UK

The goal is to create value for employees that will help preserve the company’s reputation and business.

Key Responsibilities
  • Serve as the first point of contact for customers seeking technical assistance via chat, email, phone or in-person.
  • Create and disable user accounts.
  • Provide IT onboarding for all new employees.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in the helpdesk ticketing system.
  • Follow-up with customers to ensure issues have been resolved.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Write, edit, and revise training manuals for new and updated software and hardware.
  • Diagnose system errors and other issues.
  • IMAC – Installs, Moves, Adds and Changes for all hardware and software products. Maintain daily performance of computer systems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems.
Requirements
  • Proven experience as a help desk technician or other customer support role.
  • 5+ years of experience working in a help desk environment.
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English/French.
  • Excellent oral communication and writing skills.
  • Customer-oriented and cool-tempered.
  • BSc/BA in IT, Computer Science or relevant field.
  • Able to lift up to 45lbs.
  • Available to provide after-hours support 24/7.
Technical Requirements
  • Microsoft Windows Active Directory.
  • Citrix XenDesktop VDI.
  • Microsoft Exchange 2013-2016-2019.
  • Microsoft Teams.
  • Microsoft Office 2013-2016-2019.
  • Adobe Acrobat 10-2020.
  • Various in-house developed web applications.
  • DUO/RSA and other 2FA programs.
  • Understanding of basic network/internet protocols.
  • Knowledge of IOS and Android mobile devices.
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