IT Service Desk 1st/2nd Line J

3 weeks ago

Crawley, United Kingdom AVPlacements Full time

**Job Title**:IT Service Desk 1st/2nd Line Technician
**Reporting to**:IT & Service Desk Manager
**Business Unit**: ITDS Managed Services Limited
**Department**: Managed Services Support

**Job Purpose**:
To work as a member of the Managed Services service desk providing 1st & 2nd line IT support. Deliver Pre & Post Sales technical support relating to our IT managed service solutions to our clients and the sales teams across the ITDS group. Be up to date and conversant with all current relevant technologies provided as a part of the ITDS Managed portfolio. Ensure team goals are met providing regular statistical reports to business unit managers plus liaise with the IT & Service Desk Manager and ITDS Managed leadership team regarding service desk process implementation & statistics, assisting with presales strategy & product set evaluation within the IT Services & Cyber Security space. Where needed attend client’s site in a IT support capacity to resolve faults & issues as needed.
**Primary Duties and Responsibilities**:
Reporting to the IT & Service Desk Manager you will provide 1st & 2nd line technical assistance being part of the day to day operation of the service desk team providing the best level of client support, regular system updates & adopt best working practices.

Be conversant with service desk process & best practice to deliver a consistently high level & accountable client experience.

Have knowledge of managed IT hardware & software solutions with regards to installation, troubleshooting & support being able to assist and escalate to software vendors as necessary ensuring any fault or issue is resolved in timely fashion.

Understand Microsoft Office 365 & hosted platforms being able to provision and support the same.

Provide a sound general understanding of the IT / Cyber Security product stack able to deliver technical Pre-Sales client engagement plus 1st line support with vendor liaison.

Attend any relevant Microsoft technical training courses keeping product & process knowledge regularly updated.

Visit client sites if needed in a pre-sales or support capacity.

Undertake other duties appropriate to the post as directed by line management.
- You will be familiar with, and adhere to, the below company policies and procedures.
- Employee Handbook and associated company policies/procedures
- Departmental Code of Conduct and Operational Procedures
- Quality Environmental Health & Safety Handbook and associated company policies/procedures

To support in any ad hoc project as requested and deemed necessary to support the business.

**Job Types**: Full-time, Permanent

**Salary**: From £24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme

Schedule:

- Day shift
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Brighton, East Sussex: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (required)
- Customer service: 1 year (required)

Work Location: In person

Reference ID: LM399

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