Ict Technical Support Helpdesk

3 weeks ago

Slough, United Kingdom Hamlin Knight - Recruitment Specialists in Human Resources, Office Support and Sales & Marketing Full time

A fast paced, ever changing, financial services organisation based in Slough is looking for an IT Technical Support Specialist, with 1st Line Support experience to join their Service Desk Team. As the first point of contact for IT questions or problems,knowledge of hardware and industry standard software is needed with previous experience in a similar role.

This role will be a hybrid role, based in the office and at home. The role will also require some weekend shift patterns and possible call outs during out of hour times.

Key responsibilities
- Provide first line support for all incidents raised, logging incidents and attempting to resolve these at first line where possible, and maintaining an accurate record of actions undertaken in real-time. As required, pro-actively logging incidents as andwhen they arise.
- Diagnose malfunctions in the operation of hardware and software and managing escalation to 2nd/3rd level where appropriate, collating all relevant information required for referral by means of full incident notes, including software behaviour, screen shotsand user comments.
- Maintain ownership of the incident and communicate updates effectively with the individual who raised the incident through to closure
- Review incidents to ensure these are resolved within SLA, and effectively communicate progress and status to the originator
- Maintain excellent operational relationships with 2nd and 3rd line resolver groups
- Monitor and service network printers and ensure consumables are replaced as and where necessary
- Ensure that the conference room hardware (projectors, monitors, laptops, video conferencing etc.) is available and fully operational as when requests are raised
- Proactively support IT audit and control requirements, including own and update relevant IT service/operations procedures and first line controls
- Take part in disaster recovery testing and business continuity planning
- Create and drive towards 'standard builds' for clients, ensuring consistency of implementation, standardisation of the environments and alignment to IT strategic direction
- Work with the IT team to document root cause analysis of major incidents and execute recommended changes
- Identify any underlying IT problems and work with the IT team to resolve them and execute recommended changes

Skills/experience
- Experience in a similar role, providing 1st Line support
- Excellent communication skills
- Ideally ITIL Foundation qualified but not essential

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